Giffords SurgerySpa RoadMelkshamWiltshire, SN12 7EATel: 01225 896630
We are sorry to inform patients that Dr Cottrill will be away from the surgery until further notice.
We are sorry to inform patients that Dr Hill be away from the surgery until further notice.
You have a right to expect a high standard of medical care from our practice and we will try at all times to provide the very best care possible within the resources available.
In order to assist us in this we require that you take full responsibility for ensuring that you do not abuse the service. For example, it is your responsibility to ensure that you keep medical appointments and follow the advice given.
Very occasionally a practice/patient relationship breaks down completely. In the situation the patient may choose to register with a different practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.
Confidential patient data will be shared within the practice health care team and with other health care professionals to whom you are referred for care.
Patient data may also be required for the broader purposes of public health and audit, research, the provision of health care services, teaching and training. Data disclosed will be kept to the minimum required to serve the purpose and, if possible, will be anonymised before disclosure. Confidential and identifiable patient information will not be disclosed otherwise without explicit consent unless:
All individuals with access to your data have a professional and/or contractual duty of confidentiality. If you are concerned about any of the ways in which your confidential data is used further information is available on request. You are entitled to register an objection, which will be respected if this is possible
We aim to provide the best service that we can, given our resources. We know that no matter how hard we try to, we sometimes do not meet your expectations. If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the practice, please let us know. We operate a patients’ complaints procedure as part of the NHS regulations and our system meets the national criteria.
Making a complaint
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:
Miss Jenni Palmer - Deputy Practice Manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person – ask to speak to Miss Jenni Palmer – Deputy Practice Manager
In writing – some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of Miss Jenni Palmer – Deputy Practice Manager as soon as possible. You may wish to use our complaint form to assist you with making your complaint. Alternatively you can email the surgery your complaint to firstname.lastname@example.org. Please include your name, DOB, address and contact number we can reach you on.
To assist you with your complaint you could use an advocacy service: SEAP Wiltshire Tel: 0300 3435733 Email: Wiltshire@seap.org.uk
What we shall do
Our complaints procedure is designed to make sure that we settle any complaint as quickly as possible.
We shall aim to acknowledge your complaint within 3 working days of receipt of the complaint. We will provide you with a copy of our complaints procedure which explains the complaints process. We will offer you a meeting to discuss your complaint and provide you with details of the complaints advocacy service to assist you with your complaint.
We will establish with you your preferred method of contact and agree an action plan with you. We will give you an estimated date by which we hope to have completed our investigation and respond to you.
An investigation will take place to review the circumstances surrounding your complaint which will include reviewing your medical record and obtaining statements from those individuals involved in the complaint. The investigation will establish what happened and if something went wrong, what that was and we will also try to identify if we can put measures in place to ensure the problem does not reoccur. We will also make sure you receive an apology where this is appropriate.
Your complaint will be discussed at our quarterly complaints meeting to review any outcomes with our multi-disciplinary team.
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 his or her permission to do so. A signed third party consent form will need to be completed and submitted with your complaint, unless the person you are complaining on behalf of is incapable (because of illness) of providing this.
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. However, you have the right to approach other organisations if you feel that you cannot raise the complaint with us. Some of these agencies are:
Healthwatch Wiltshire, Unit 20, Hampton Park West, Melksham, SN12 6LH
Tel: 01225 434218
NHS England, PALS, Trust Headquarters, NHS Bath& NE Somerset, St Martins Hospital, Clara Cross Lane, Bath BA2 5RP
Tel No. 0300 3 11 22 33 or email to England.email@example.com
Wiltshire CCG - firstname.lastname@example.org
Patient Advice and Liaison Service: Officers from the Patient Advice and Liaison Service (PALS) are available on 0800 389 7671
If at the end of the complaints procedure you are still dissatisfied, you can ask the Parliamentary and Health Service Ombudsman to investigate the matter for you. The Ombudsman will normally only take on a complaint after you have first tried to resolve the complaint with the organisation involved and have received a response from them. The Ombudsman believes that the organisation should be given a chance to respond and, where appropriate, try to put things right before she becomes involved.
They can be contacted on:
0345 015 4033, 8.30am-5.30pm, Monday to Friday.
Alternatively visit their website www.ombudsman.org.uk for more information or to download a complaints form.
We operate a zero tolerance policy for abuse and aggressive behaviour in the surgery. Any patient reported as having been abusive or displaying aggressive behaviour to any staff member, will be removed from the surgery list.
Access to Medical Records-Patient leaflet
IT/ELECTRONIC PATIENT RECORDS
STATEMENT OF INTENT FOR GIFFORDS SURGERY
New contractual requirements came into force from 1st April 2015 requiring that GP practices should make available a statement of intent in relation to the following IT developments:-
Dr Rosser and Partners now offer to our patients all of the requirements under the GP contract relating to IT developments and are working closely with our Clinical System Suppliers to allow patients to access the detailed information from their medical record. It is our intention to have this development available to our patients by 31st March 2016.
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