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Noticeboard

The Surgery will be closed from 12.30pm for staff training on

6th December 2017

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If you are registering to join the Practice online or changing your personal details online, you will need to bring in supporting documents as evidence before we are able to proceed with your application.
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If you would like to join our Patient Participation Group please contact 01933 412777.

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It is important that you keep us up-to-date with your contact details. If your mobile number or address changes, please let us know.

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We provide online services - you can access a summary of your medical records, order repeat prescriptions and  request a routine appointment online. If you would like to sign up to online access, please ask for details at reception. (Please note that internet access is for routine matters only. If you require an emergency appointment, please contact our receptionists on 01933 412777)

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The Friend & Family Test helps us gain important feedback from our patients. These short questionnaires can be completed online (following the link on the right), by telephone, or by filling in the form at reception.

Your feedback is always appreciated.

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Comments & Complaints

Our aim is to deal with most complaints as promptly as possible within 24 hours. If however this is not possible and your complaint requires more investigation you can complete a form, which is available at reception, or write a letter. These complaints should be addressed to the Practice Manager who will thoroughly investigate.

A letter of acknowledgement will be sent to the complainant within 3 days and an offer a meeting will be made. The practice will need to Identify the complainants preferred outcomes and the complainant would be offered an assessment of how realistic this is. An action plan will be agreed with timescales, including a review date.

The complaint will be investigated and a reply will be made to complainant as agreed in the plan and an offer of a meeting if appropriate. The practice will establish if the complainant is satisfied, if not the matter can be taken to the ombudsman for an independent review and will be given a leaflet on how to do this .

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

 
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