COMPLAINTS/COMMENTS/PRAISE
If you have any complaints or comments about the service that you have received from a doctor or staff working for the practice, you are entitled to ask for an explanation. We
operate an in-house complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation. In some cases, the in-house procedure is not an appropriate form of
investigation, in which case you will be referred to the appropriate authority.
Your complaint should be directed to the practice manager, Graham Jamieson, by telephone in the first instance or, if that is not possible, in writing. He will ensure that it is investigated thoroughly and as speedily as possible. We will acknowledge
receipt of your complaint within three working days and we will agree an action plan with you covering:-
- how long it will take to complete the investigation
- who will investigate
- how and what will be investigated
- what went wrong
- when we will respond by
Please note that the practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority if
you are not the patient in question.
We can help you write down your complaint if you feel you need help to do so. Please do not hesitate to contact Graham Jamieson who will be pleased to assist you.
Under normal circumstances complaints must be received within 12 months of the incident occurring. At the conclusion of the investigation of your complaint you will receive a written response reporting our findings.
If you remain dissatisfied with the outcome of the practice investigation, please either contact the practice manager, Graham Jamieson, on 01604 587770 or contact the Primary Care Trust's Complaints Manager on 01604 651100.
If you prefer, you may write to:
The Complaints Manager
NHS Northamptonshire
Francis Crick House
Summerhouse Road
Moulton Park
Northampton NN3 6BF.
If, after this, you are still dissatisfied with the response to your complaint, you have the right to contact the Health Service Ombudsman at:
11th Floor
Millbank Tower
London SW1P 4QF.
The practice is always looking to develop and improve its systems and procedures and your comments are always welcome. In a time of so much change it is vitally important
to constantly re-assess our procedures.
DATA PROTECTION
Information about you and your visits to the doctor, as well as subsequent treatment, is held on computer. The practice staff use the computer to perform their day-to-day
duties, such as repeat prescriptions, recalls etc.
Practice staff have always been required to treat patient information with the strictest confidence and have been given additional training in their responsibilities under the
Data Protection Act.
The practice will not disclose patient identifiable data without first obtaining the patient's express permission. Patients retain the right to opt out of their data being used, and to change their minds before a disclosure is made. Further information can be obtained from the practice manager.
STAFF TRAINING
Staff training takes place every Wednesday from 1.00 until 2.00pm and once a month on a Tuesday afternoon when the surgery will be closed from 12 noon for Protected Learning Time. We apologise for any inconvenience caused. However, we hope that you will understand that staff training is essential for the many different tasks our staff have to deal with. Closure posters are displayed at both sites so please look out for them.
PATIENT PARTICIPATION GROUP
The practice prides itself on maintaining a positive working relationship with its patients and is assisted in this by the Patient Participation Group. This group of patients is involved in decisions that affect you as patients in a number of other proactive projects. The group is chaired by Mrs Joan Randall who can be contacted via the practice.
FREEDOM OF INFORMATION ACT
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. For further information please contact the practice manager, Graham Jamieson.
MEDICAL RESEARCH COUNCIL
Patient records may be used for research purposes at this surgery through the MRC (Medical Research Council). Anonymity and strict confidentiality is maintained throughout any research project entered into. Patients must inform Graham Jamieson, practice manager, in writing, if they object to their records being used for this valuable research work.
From time to time the surgery also has involvement in different medical studies and your doctor may ask you if you wish to participate.
VIOLENT AND ABUSIVE PATIENTS
The practice will not tolerate patients who are violent or abusive to GPs or any member of staff. The Primary Care Trust will be informed immediately that the patient has been removed from the practice list and the patient will be advised within seven days of the decision.
|
