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Suggestions and Criticism

Occasionally things do not go as smoothly as we would like. This is often due to matters beyond our control, such as emergencies.

We are here to help you and strive to give the best service, we welcome suggestions and concerns as these can help us to improve our service. Please do not hesitate to make a complaint and be assured that your treatment will not be compromised. We have a leaflet explaining what to do if you do wish to complain.

Please contact the Practice Manager. Any concerns will be taken seriously by us and you will be kept informed of the progress of your complaint.

The complaints procedure should ensure all complaints are dealt with swiftly and fairly and hopefully to the satisfaction of all concerned.

Policy on Violent or Abusive Patients

This Practice adopts a ZERO TOLERANCE approach to violence and aggression. Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice. This includes people banging on desks or counters or shouting loudly in an intimidating manner.

This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff. The Partners are committed to doing everything possible to protect staff, patients and visitors from unacceptable behaviour and to support zero tolerance to any incident that causes hurt, alarm, damage or distress. It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.

Patient Charter

We aim to provide the best possible service to our patients and hope you feel that we achieve this aim. The care of your health is a partnership between yourself and the Primary Care Health Team. The success of that partnership depends on an understanding of each other’s needs.

Your Rights and Responsibilities as a Patient:

  • You can expect high quality care and treatment and to be treated with respect
  • You will be kept informed at all times of your medical care
  • You will be given a choice of hospital appointments as well as practice appointments
  • We expect you to treat staff and other patients with courtesy, and keep the practice informed of any changes to your details as well as your medical condition
  • We expect you to be punctual for your appointments and cancel if you cannot come
  • We also expect you to conform to the advice given to you and take any medication prescribed for you

We take into account the NHS Constitution in our decisions and actions and a copy of the Constitution is available for you to read, if required at the practice. Please contact the Practice Manager.


Keeping your records CONFIDENTIAL

We respect your right to privacy and keep all information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from District Nurses and Hospital Services
  • To help you get other services e.g. from the Social Work Department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases. Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for Diabetic Care

Reception and Administration Staff require access to your medical records in order to do their work. These members of staff are bound by the same rules of confidentiality as the medical staff.

You have the right to know what information we hold about you. If you would like to see your records please write to the Practice Manager. There is an administration fee of £10 for this. copies made will be charged at 10p per copy.

Your Medical Records

How Your Records Are Used To Help Us

As you know, your Doctor and the team of Health Professionals caring for you keep records about your health and the care you receive from the National Health Service. These are important to help ensure that you receive the best possible care from us.

Your records are used in the following ways to guide and administer the care you receive:

  • To ensure that your Doctor or Nurse has accurate and up to date information to assess your health and decide what care you need when you visit in the future
  • To ensure that full information is available should you see another Doctor or be referred to a Specialist or another part of the NHS
  • To ensure that there is a good basis for looking back and checking on the type and quality of the care you receive
  • To ensure that your concerns can be properly investigated if you need to complain

Your records also help to plan NHS services for the future and ensure that there is a good basis for checking that NHS money has been well spent and that staff are paid for the work they have done.

Whilst always preserving confidentiality, your records can also help us to help you by:

  • Assisting with the teaching and training of Health Care Professionals (you choose whether or not to be involved)
  • Assisting with health research (if you need to be personally involved with the research you will be contacted and asked whether you are willing to participate. You will not be identified without your agreement)
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