Suggestions & Complaints

Complaints

We always try to provide the best services possible, but there may be times when you feel this has not happened. We have an in-house complaints procedure to respond to patient's grievances. We hope that you will use this to allow us to look into and, if necessary, correct any problems that you have identified or mistakes that have been made. Your comments will be treated in confidence and will not put your care at risk. If you use the procedure it will not affect your right to complain to the Primary Care Trust.

Please note that we have to respect our duty of confidentiality to patients and therefore the patient’s consent will be necessary if a complaint is not made by the patient in person. If you have a problem please contact either of our Practice Managers (Mrs Harris or Dodd) who will explain to you what you need to do. They will acknowledge your complaint within two working days and aim to have looked into your complaint within 10 working days. Occasionally it may take longer, but we will keep you informed throughout.

WHAT YOU CAN EXPECT FROM US

• You have a right to be treated with courtesy.
• We will respect your cultural, religious and moral beliefs.
• A doctor/nurse will always be available to assess urgent problems by telephone.
• You have a right to information about your health.
• You have a right to be referred to a hospital of your choice, if appropriate.
• You have a right to complete confidentiality in matters relating to your health.
• We will deal with complaints promptly and objectively.

WHAT WE EXPECT FROM YOU

• To be courteous and polite, when dealing with members of the practice team.
• To inform us if you cannot attend an appointment.
• Only request a home visit if you are too ill to attend the surgery.
• Be prepared to wait 48 hours after requesting a repeat prescription.

Physical or verbal abuse of our staff is not acceptable. This includes racist abuse. Any incidents will always be logged and may be reported to the police with a view to prosecution. Aggressive or violent patients may forfeit their right to be on a GP's list. The practice has adopted the NHS Zero Tolerance Policy on abuse.

Confidentiality

The practice is registered under The Data Protection Act. All doctors, nurses and staff are bound by a strict duty of confidentiality. Information may be shared with other healthcare professionals to provide you with the best informed care e.g. Midwife, District Nurse or Health Visitor. However, no outside agency will be given any information from your records without your permission e.g. insurance companies or solicitors. No information will be given to partners or relatives without consent. You have the right to see your own records upon request and the practice may make a small charge. For audit purposes it is necessary to share anonymised data with South Warwickshire Primary Care Trust.

For more information on how the practice uses your personal data - please click on the patient information leaflet below:

Patient Data - What You Need To Know

Discrimination