Complaints and Suggestionslogo

If you have any suggestions for improvements or you would like to compliment staff on the service provided, we would be pleased to hear from you. We have a suggestion box in the waiting room for this purpose.

It is encouraging to receive compliments but also important that we learn from your experience to make improvements. Please send your comments in to the practice manager.

Complaints

The Practice has an agreed procedure for handling complaints which complies with the NHS Complaints Procedure.

If you wish to make a complaint about any aspect of the care provided by the Practice staff, please will you contact the Practice Manager, Lisa Luke or the Assistant Practice Manager, Judy Langford. We will acknowledge receipt of your complaint in writing and then investigate it for you. Once the investigation is complete we will write to you with the outcome.

If you are dissatisfied with the outcome of your complaint you have the right to approach the Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London, SW1P 4QP
Tel: 0345 0154033

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. The Practice is monitored by CCTV, which is checked on a regular basis.