PRACTICE CHARTER

Suggestions and Comments

We always welcome suggestions and comments made by our patients in order to improve the service we offer. If you have a complaint we would like to hear about it. Please ask to see or write to the practice manager.

Complaints Procedure

The complaints procedure is designed to encourage patients at this practice to voice concerns, whether clinical or administrative, with the assurance that they will be dealt with seriously and confidentially. It seeks to guarantee a swift response which addresses issues raised, and demonstrate our willingness to review and change if appropriate the service/systems.

The procedure conforms to the following legal requirements for handling practice-based complaints.

The practice manager is responsible for receiving and investigating all complaints.

All complaints are:

* Recorded in writing
* Acknowledged either orally or in writing within the period of seven working days.
* Properly investigated.

Within the period of 10 working days of receiving the complaint, the complainant will be given a written summary of the investigation and its conclusions.

The doctor keeps a record of all complaints and copies of all correspondence relating to complaints. Such records are kept separate from the patient’s medical records.

Zero Tolerance

Any person who is abusive to our staff in any way will be removed from our list.

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.