Noticeboard

Important Notice

 

Please click on Covid Vaccination tab on the right hand side of this page for more information - latest update 20th May 2021

 

We are here for you when you need us – how to access services

If you need the help of a GP, practice nurse or other health professional that works in our surgery, we are here for you.

GP practices are busier than they have ever been and we want you to know how to get the help you need from us.

As you will know, we have been open throughout the pandemic, offering you telephone and online appointments, with face to face consultations available for those who need them. We have continued to help many thousands of patients each week, alongside planning and delivering the COVID-19 vaccination programme.

There are some things that patients can do to help make sure we can see everyone who needs us, as quickly as possible. Please continue to contact us by phone or online as this helps us to manage people entering our practice building; it is much better if you don’t come to the practice unless you have an appointment. We need to keep social distancing in our practice building to keep everyone safe, we also ask that you always wear a mask while in the surgery. Please remember that appointments are a set amount of time so it is only safe to discuss one or two health issues. If you have more to discuss please mention this when you speak to reception staff.

Our busiest times of the day on the phones are between 8am and 10am so if you can, we would suggest that you call outside of this time.

During the pandemic the use of our online system “eConsult” increased. It is a great way to get clinical advice for your condition, however, it is worth remembering that each consultation takes a significant of time to review and there are lots of other ways to get advice. Also you will not get an instant response to these so if it is urgent please call the practice or contact 111.]

On our website we have links to key NHS information and advice. Please also go to www.nhs.uk which is a as a source of trusted health advice about your or your child’s condition. Your local pharmacist is also there for you as an expert in medicines. They can offer advice for certain ailments. They will also know when you need to contact a GP or another more urgent service. Many pharmacies are open in the evening and at weekends, you can find them on the CCG website: https://www.enhertsccg.nhs.uk/pharmacies

Remember if the situation is urgent you can contact NHS 111 by visiting www.111.nhs.uk or by calling 111. They can also support with a mental health crisis if you select option 2.

You don’t need to see a GP to refer yourself for some mental health services. Find out more at https://www.hpft.nhs.uk/services/community-services/wellbeing-service/ If you are worried about your mental health and any harm you may cause yourself please contact your practice.

Remember to always dial 999 straight away when it is a real emergency, for example if you think someone is having a heart attack or a stroke.

Please continue to use general practice when you need to, we are open and there for you.

Thank you for your support.

Comments, Complaints and Suggestions

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can improve the service we provide.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.  

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

    • Within 6 months of the incident that caused the problem; or

    • Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

Andrew Wilkinson the Practice Manager will be pleased to deal with any complaint.  He will explain the procedure to you and make sure that your concerns are dealt with promptly.   You can make your complaint:

In person      ask to speak to Andrew Wilkinson the Practice Manager

In writing      some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of Andrew Wilkinson the Practice Manager as soon as possible.

   

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into any complaint within 10 working days of the date when you raised it with us. 

We shall then be in a position to offer you an explanation, or a meeting with the people involved. 

When we look into your complaint, we shall aim to:

·       find out what happened and what went wrong

·       make it possible for you to discuss the problem with those concerned, if you would like this

·       make sure you receive an apology, where appropriate

·       identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

 

Complaining on behalf of someone else 

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

 

 
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