Suggestions & Complaints

We 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.

Simply contact the Assistant Practice Manager and she will set all the necessary wheels in motion. Further written information on the complaints procedure is available from reception.

We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

Dignity & Respect Statement

‘This Practice does not discriminate against any person on grounds of nationality, skin-colour, age, religion, marital status, sexual orientation or disability.

The Practice will not tolerate any form of discrimination or harassment against our staff or patients by any patient or visitor. Anyone who acts in this manner will be required to leave the premises forthwith. If the offender is a patient, he or she may be removed from the Practice’s list.’

Information Security

Nettleham Medical Practice asks for personal information so that we can ensure that you receive the information, advice, treatment, care and support that is right for you.
Information about you, the services you receive and your family background may be recorded either on paper or computer files as part of providing you with health and social care services.

We keep records of: 
   · Your name, address and date of birth 
   · Why you or someone on your behalf contacted us and when 
   · The type of services you were offered or received 
   · Relevant family information

Anyone who receives patient identifiable information from us is also under a legal duty to keep it confidential. We take the sensitivity or personal information very seriously in the Practice. Staff and contractors are required to respect their duty of confidentiality codes of conduct and through their contracts of employment.
Sharing of information is strictly governed by information protocols and the NHS Code of Practice for confidentiality. These are produced in accordance with legislation and good practice and are designed to protect your rights. All our staff are required to work within these guidelines.
We keep all records whether held electronically or on paper securely to prevent unauthorised access or misuse. We are registered under the Data Protection Act 1998 and abide by all statutory requirements regarding confidentiality, whilst following the appropriate guidelines for information security.

If you wish to receive a leaflet about how we look after information then please contact our Assistant Practice Manager.

A Publication Scheme under the Freedom of Information Act is also available from the Assistant Practice Manager.

Research

We are a research Practice and if you meet the criteria for a particular study you may be invited to take part.  Participation in research is entirely voluntary but can help to improve the future care of patients.

Chaperones

When booking your appointment with a Doctor or Nurse, you are welcome to ask for a chaperone.  This will usually be a member of the Nursing team.  However, if a Nurse is unavailable and with your agreement, another staff member trained to chaperone may be asked to do this.

Our Commitment to You

• We aim to provide a personal, friendly and confidential service to our patients.
• We will treat all patients equally with dignity and respect.
• We aim to support patients in leading a healthier lifestyle and provide information so that an informed choice may be made.
• We aim to keep patients informed of our services, their rights and any other information which directly affects health treatment.
• We will offer access to our services in line with the patients’ assessed need.
• We will keep abreast of advancements by attending regular training sessions and updates.
• We will monitor and improve our systems to ensure we operate as efficiently as possible within the resources available to us.
• We operate a practice complaints procedure which may be used in confidence.
• We welcome and consider all feedback from patients on our services.

Please Help us to Help You

• Keep appointments made with us or cancel in plenty of time.
• Only request a home visit if too ill to attend surgery.
• On arrival check in by using the automated patient check in (located on the wall opposite reception) or report to a receptionist.
• Bear with us if there is a delay - this may be due to another patient needing additional time or an emergency. We will try and keep you informed of anticipated delays.
• Use our service responsibly and do not expect immediate treatment for non-urgent / routine conditions.
• Utilise the services of other professionals in the practice - the GP is not necessarily the most appropriate person to see.
• Use other avenues of help - pharmacy, NHS Direct etc where appropriate.
• Allow sufficient time for processing of repeat prescription requests and do not pressure staff to process unauthorised medication requests.
• Keep us informed of any name, address and telephone number changes.
• Treat us with respect. We will not tolerate verbal or physical abuse .