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Noticeboard

When We Are Closed

closedWhen the surgery is closed, please call 111.   

NHS 111

In the case of urgent need when the practice is closed you can call NHS 111. Your needs will be assessed and advice offered or arrangements made for you to see a doctor.

Please do not ask to see a doctor out of hours unless you genuinely cannot wait until the surgery re-opens.

Call 999 in an emergency. Chest pains and / or shortness of breath constitute an emergency.

NHS Health Help Now

An innovative new service is available to help you find the right treatment for health problems, especially when you are not sure what to do or who to contact.

Developed by Kent and Medway GPs, hospital doctors, paramedics and other health professionals, Health Help Now is a free to use web APP which can be used on a computer, tablet or smartphone. Access it online at www.healthhelpnow.nhs.uk

Twitter - @NHSHealthHelp / #healthhelpnow

Facebook - http://www.facebook.com/nhshealthhelpnow

Practice Policies & Patient Surveys

Confidentiality & Medical Records

Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the Practice Manager

Access to Your Medical Record (the right of access)

In accordance with the General Data Protection Regulations 2018 and Access to Health Records Act, patients may request to see their medical records. No information will be released without the patient consent unless we are legally obliged to do so.

You have the right to get a copy of information that is held about you:

https://ico.org.uk/your-data-matters/the-right-of-access/

This is known as a subject access request. Please note:

  • You can sign up for secure online access to your full GP electronic record
  • You can then look at your medical record whenever you want. 

If you wish to make a subject access request then:

  • You can do this in writing (letter, fax or email)
  • You can download and fill in the subject access form below if easier
  • You can make such a request verbally to a member of staff or a doctor or nurse that you are consulting with at the practice.

Please let us know exactly what information you would like. We will provide the information within 28 calendar days. There is usually no fee for this (from 25th May). 

We will also provide you with a link to supplementary information  which for nearly all requests will be the detailed privacy notice for our GP records database. (EMIS Health Ltd)

Subject Access Request Form

EMIS Health Privacy Notice

Complaints

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

Practice Based Complaints Policy and Procedure

Listening Responding Improving Leaflet

Please raise your complaint as soon as you can, whilst you remember the details clearly. The quickest way is to raise it with the team if not contact the Practice Manager. The Practice Manager will acknowledge your complaint and make early contact with you (within three working days) to discuss the way forward. The discussion can be face-to-face but need not be depending on what is most convenient for all concerned.

Your complaint will be investigated and a response made to you within 25 workings days.

If it involves a third party

If your complaint is about a hospital or other organisations we will aim to provide you with a co-ordinated response covering all aspects of your complaint. Where a complaint is solely about a third party, we may seek your agreement to pass the complaint onto them.

Complaints can be made by patients either on their own behalf or by a representative (with their consent)

Once investigated and concluded a letter will be sent to you setting out how we investigated your complaint as well as details of the actions taken or to be taken as a result. We hope that your complaint will be resolved at this stage, but if not we may invite you to discuss what else might be done. 

If you have a complaint or concern that you cannot be resolved locally with your practice please contact:

NHS Commissioning Board
PO Box 16738, Redditch, B97 9PT.
Telephone: 0300 311 2233
Email: nhscommissioningboard@hscic.gov.uk 

SEAP
SEAP are an Independent Advocacy Service who are available to support you and represent your views when making a complaint. They can accompany you to meetings to discuss your complaint and provide support or an interpreter. 

SEAP, 7th floor Cavendish House, Breeds Place, Hastings TN34 3AA.
Telephone: 0330 440 9000
Email: info@seap.org.uk

Parliamentary and Health Service Ombudman
Millbank Tower, Millbank, London, SW1P 4QP.
Telephone: 0345 0154033
Email: phso.enqires@ombudsman.org.uk 

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Surveys

We appreciate you taking the time to complete one of the surveys below. Your feedback helps us to continually improve our service. Click on the surveys below to give your feedback today.

Take one of our current surveys:

Cardiology Service - Patient Satisfaction Survey 2019

Echocardiogram Service Survey 2018

Physical Therapies Service - Patient Satisfaction Survey 2018

Reflexology Service - Patient Satisfaction Survey 2018



 
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