Smiley Tennis Balls

Code of Conductlogo

Complaints

Our aim is to provide the highest level of care for all our patients. We would like to hear from you if you think there is any way we can improve our services.

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 resolved in this way and you wish to make a complaint, we would like to know as soon as possible after the event, ideally within a matter of days or at most a few weeks. This will enable us to establish what went wrong more easily.

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know in one of 3 ways.

  • IN PERSON – ask to speak to Tracie Craddock, the Managing Partner. She will be happy to explain the procedure to you and make sure that your concerns are dealt with promptly.
  • IN WRITING – some complaints may be easier to explain in writing. Please give as much information as you can, then send your letter to the practice for the attention of the Managing Partner, Tracie Craddock, as soon as possible.
  • ALTERNATIVELY – you may wish to speak to a patient member of the ‘Patient Participation Group’ first, so that your complaint can be discussed away from the surgery. Navigate to our Patient Participation Group page for details of how to do this.

Still not sure?

The Patient Advice and Liaison Service (PALS) provide confidential advice and support.

Pals is open Monday – Friday 08:30am – 4:30pm (excluding bank holidays). There is also a 24 hour answer phone service.

Freephone: 0800 030 4563
Email: [email protected]
Text: 075406 68541
Fax: 01782 298 228

Written complaints should be sent to the following address (on behalf of Telford & Wrekin CCG):

NHS Staffordshire and Lancashire CSU Patient Services Team
Heron House
120 Grove Road
Fenton
Stoke-on-Trent
ST4 4LX

You can download our leaflet…

If you are still unhappy you have the right to ask the Healthcare Commission to review your case. The Healthcare Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide the service.

Telephone: 020 7448 9200
Website: http://www.cqc.org.uk/
Or write to them at:

Healthcare Commission (Complaints Team)
Peter House
Oxford Street
MANCHESTER
M1 5AN

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.

Patients have the right to wait safely in our waiting room to see the Doctor or Nurse and not feel at all threatened. We will do our best to assure this is always so by following the above guidelines.

Confidentiality

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).