CONFIDENTIALITY
All patients are treated with the strictest confidentiality and we comply with the Data Protection Act 1998.
FREEDOM OF INFORMATION - PUBLICATION SCHEME
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available.
This scheme is available from reception.
COMPLAINTS
We aim to provide a high quality service to our patients and are interested in your suggestions for improving our systems. A structured complaints procedure has been established following FHSA guidelines and, if you are unhappy with any aspect of our services or your treatment, please contact the practice manager, who will be happy to listen to your suggestions/criticisms.
More information can be found on the following web link
http://www.nhs.uk/choiceintheNHS/Rightsandpledges/complaints/Pages/NHScomplaints.aspx
ZERO TOLERANCE POLICY
The practice considers aggressive behaviour to be any personal, abusive and aggressive comments, foul language, physical contact and aggressive gestures.
No abuse of staff is acceptable whether verbal or physical. All abuse will be reported to the practice manager who will keep a log of all incidents. PHYSICAL abuse of any of our staff will be reported to the police. The patient will then be removed IMMEDIATELY from the practice list. The Primary Care Trust is responsible for assisting the patient to find a new doctor.
VERBAL abuse, whether in person or on the telephone, will be reported to the practice manager and entered into the log. If appropriate the practice manager will discuss the incident with the doctors and a formal letter will be sent to the patient. If a patient's name appears more than once in the log book a letter will be sent informing the patient that any further abusive behaviour will result in removal from the list. On the third occasion, the patient will be removed from the list immediately and a letter will be sent confirming this.