Practice Policies & Patient Information
Complaints and Compliments
We welcome feedback about the care and service you have received in our Practice. You can give anonymous feedback through our Friends and Family Test.
Sometimes, and especially if we have fallen short of your expectations, you might want to contact us about a specific experience. This will allow us to investigate, learn and put right anything we could do better.
Who can complain
We can receive complaints or feedback from patients, former patients, someone who is or likely to be affected by the services we provide. Where this concerns the care of a patient, we will need their consent to discuss their experience with you.
How to complain
You can contact your surgery and ask to speak to the Site Manager, who will listen to your concerns and discuss the next steps. You can also put your complaint in writing. You should provide as much information as possible so we can understand and investigate the matter properly.
We hope to be able to resolve most problems quickly and easily. Sometimes we might need time to speak with staff and in there instances we aim to provide a full response within 30 days of your initial complaint.
If you do not want to submit your complaint directly to the practice, you can request that the commissioner investigate your complaint. They will contact us on your behalf. You can find details of how to make a complaint on their website: LSC Integrated Care Board :: Home (icb.nhs.uk)
If you remain dissatisfied with the outcome of your complaint, you may refer the matter to the Parliamentary and Health Ombudsman. We will provide their full contact details in our closing communication to your complaint.
Advocacy Support
If you would like independent help or advise about making a complaint, there are organisations who offer help:
Freedom of Information
Please view our Freedom of Information Policy here.
Privacy Policy
Our Privacy Notices
Type 1 Opt-out
If you do not want your patient data shared with NHS Digital for the purposes above, you can register a Type 1 Opt-out with your GP practice. You can register a Type 1 Opt-out at anytime. You can also change your mind at any time and withdraw a Type 1 Opt-out.
Download the Type 1 Opt-out form and return it to reception if you wish for your data to not be shared with NHS Digital.
If you have previously registered a Type 1 Opt-out and you would like to withdraw this, you can also use the form to do this.
You can send the form by post or email to your GP practice or call 0300 3035678 for a form to be sent out to you.
Further Information
General Practice Data for Planning and Research: GP Practice Privacy Notice.
General Practice Data for Planning and Research: NHS Digital Transparency Notice – NHS Digital
Summary Care Records
There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had. Click here to watch an informative video on the system.
Why do I need a Summary Care Record?
Storing information in one place makes it easier for healthcare staff to treat you in an emergency, or when your GP practice is closed, or you are away from home and need care.
This information could make a difference to how a doctor decides to care for you, for example which medicines they choose to prescribe for you and any follow up actions that maybe required.
Who can see it?
Only healthcare staff involved in your care can see your Summary Care Record.
How do I know if I have one? Do I have to have one?
You can find out whether Summary Care Records have come to your area by asking at reception.
No, it is not compulsory. If you choose to opt out of the scheme, then you will need to complete an opt out form – this can be obtained it the surgery.
More Information
For further information visit the http://systems.hscic.gov.uk/scr or collect an information leaflet on SCRs from reception.
Zero Tolerance Policy
Please view our Zero Tolerance Policy here.