Code of Conductlogo


Occasionally things do not go as smoothly as we would like. This is often due to matters beyond our control, such as emergencies.

If you have a complaint the quickest and easiest way is to tell the person who is actively involved in your care, who might be able to rectify the situation straight away. We have a special form we complete and the issue is dealt with within 24 hours.

If you are still not satisfied with the service ask for a complaint pack at reception. It gives you a leaflet which explains how to make a complaint.

You can write to the Office Manager or telephone her.
Or you can ring the National Contact Centre (NCC):
Tel: 0300 311 2233
Email: [email protected]
NHS England
PO Box 16738
B97 9PT
If you are dissatisfied with the outcome of a complaint you can contact the Parliamentary and Health Service Ombudsman. All this information is in the pack.

If you remain dissatisfied with the response to your complaint, you have the right to forward your complaint directly to:
The Patient Advice & Liaison Service (PALS) based at Derriford hospital
Tele No: 0845-155-8123
E-mail [email protected]

Care Quality Comission (Complaints Team)
St Nicholas Building
St Nicholas Street
Newcastle Upon Tyne

E-mail [email protected]

The complaints procedure should ensure all complaints are dealt with swiftly and fairly and hopefully to the satisfaction of all concerned. Download our PALS Leaflet Please also download a recent update on PALS and Complaints Services

Policy on Violent or Abusive Patients

This Practice adopts a ZERO TOLERANCE approach to violence and aggression. Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice. This includes people banging on desks or counters or shouting loudly in an intimidating manner.

This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff. The Partners are committed to doing everything possible to protect staff, patients and visitors from unacceptable behaviour and to support zero tolerance to any incident that causes hurt, alarm, damage or distress. It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.

Patient Charter

The care of your health is a partnership between yourself and the Primary Health Care Team. The success of that partnership depends on an understanding of each other’s needs and co-operation between us.

Provided that patients use the services offered by the surgery, as laid out in the practice leaflet, we aim to meet the following standards:

Our responsibility to you:

•You will be greeted courteously
•To provide a high level of care to all patients regardless of age, sex, race or membership of any minority groups
•You have a right to confidentiality
•You have the right to see your medical records subject to the limitations of the law
•You will be seen the same day if your medical need is urgent
•You will be informed if there will be a delay of more than 20 minutes for your appointment
•You will be referred to a consultant when your GP feels it necessary
•You will be given the result of any test or investigation on request or at your next appointment
•You will be advised of the usual length of time to wait

Your responsibility to us:

•Please treat all Surgery Staff with respect – we are all just doing our job
•Do not ask for information about anyone other than yourself
•Tell us of any change of name or address so that our records are accurate
•Only request an urgent appointment or home visit if appropriate. Home visits should only be requested if you are really too ill to attend surgery
•Please cancel your appointment if you are unable to attend
•Please be punctual, but be prepared to wait if your consultation is delayed by an unexpected emergency
•Please allow sufficient time for your consultant’s letter or the results of any tests to reach us
•Use the tear off slip to request a repeat prescription and attend for review, when asked, before your next prescription is due
•Please let us know when you feel that we have not met our responsibility to you but please give praise when it is due


Keeping your records CONFIDENTIAL

We respect your right to privacy and keep all information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible care.

The 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.

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

You have a right to know what information we hold about you. If you would like to see your records, please contact reception.

Our guiding principal is that we are holding your records in strict confidence.

How Your Records Are Used To Help Us

As you know, your Doctor and the team of Health Professionals caring for you keep records about your health and the care you receive from the National Health Service. These are important to help ensure that you receive the best possible care from us.

Your records are use in the following ways to guide and administer the care you receive:
•To ensure that your Doctor or Nurse has accurate and up to date information to assess your health and decide what care you need when you visit in the future.
•To ensure that full information is available should you see another Doctor or be referred to a Specialist or another part of the NHS.
•To ensure that there is a good basis for looking back and checking on the type and quality of the care you receive.
•To ensure that your concerns can be properly investigated if you need to complain.

Your records also help to plan NHS services for the future and ensure that there is a good basis for checking that NHS money has been well spent and that staff are paid for the work they have done.

Whilst always preserving confidentiality, your records can also help us to help you by:
•Assisting with the teaching and training of Health Care Professionals (you choose whether or not to be involved).
•Assisting with health research (if you need to be personally involved with the research you will be contacted and asked whether you are willing to participate. You will not be identified without your agreement).