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Practice Policies

Complaints

Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.  We operate a practice complaints procedure as part of a NHS system for dealing with complaints.  Our complaints system meets national criteria. 

How To Complain

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 this is within 12 months of the incident

Complaints should be addressed to the Practice Manager.  Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns.  The complaints procedure will be explained to you and will ensure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

What We Shall Do

On receipt of the complaint, an acknowledgement will be sent out, and a complaint action sheet will be implemented.  All letters are sent by recorded delivery. 

If the complaint is of an administrative nature, it will be dealt with by the Practice Manager.

If clinical, in the first instance the letter will be passed to the Clinical Governance Manager.  It may then be passed to the senior partner and a copy to the GP concerned asking for their comments.

A response letter will be sent within 14 calendar days for all complaints.  If an investigation cannot be completed within this time frame, you will be informed.

Once the complaint has been completed, it will be discussed at the monthly clinical meeting as a significant event and any learning / training issues will be implemented. 

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 their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Taking Your Complaint Further for Independent Review 

We hope that, if you have a problem, you will use our Practice Complaints Procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

However, if you are not satisfied with our response, you can contact the Parliamentary and Health Service Ombudsman to request an independent review of the complaint.

Parliamentary and Health Service Ombudsman

Customer helpline telephone number: 0345 015 4033

Address: Millbank Tower, 30 Millbank, London SW1P 4QP

Website: www.ombudsman.org.uk/make-a-complaint

You also have the right to contact the Patients Advisory and Liaison Service (PALS) if you wish for any assistance in dealing with your complaint.

Patient Advice and Liaison Service (PALS): William Harvey Hospital (Ashford)

Contact telephone number: 01227 783145

Address: Kennington Road, Willesborough, Ashford, Kent, TN24 0LZ

Contact email address: ekh-tr.patientexperienceteam@nhs.net

Wesbite: www.nhs.net

 

Confidentiality & Medical Records

Locked blue folderThe 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.

If you do not wish anonymous information about you to be used in such a way, please let us know.

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

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Zero Tolerance.

We strongly support the NHS policy on zero tolerance. Anyone attending the practice who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

This practice operates a ZERO TOLERANCE approach towards violence and abuse of staff and property.

 

The following are examples of behaviour which are not acceptable:

 

  • Violence towards staff, patients or visitors
  • Threats or threatening behaviour
  • Excessive noise, eg loud or intrusive conversation, or shouting
  • Racist or sexist behaviour or language
  • Malicious allegations relating to members of staff, patients or visitors
  • Abusing alcohol or drugs on the premises
  • Drug dealing
  • Willful damage to surgery property
  • Theft

 New patients registering will be asked to sign a zero tolerance form.

By registering at this practice, you agree to behave appropriately and understand that by performing any of the above you will be removed from the practice list, and details of the incident will be passed on to the Kent Primary Care Agency.



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