Complaints procedure

We always try to give the best possible service, but if we fall short of expectations please speak to our practice manager, Mrs Shepherd, who is responsible for handling complaints. (However, if you don't feel able to do this, please address it to one of our GP partners.)

We will try to resolve the situation as quickly as possible, to your complete satisfaction.

However, if you are not happy with the outcome, please put your concerns in writing so we can review them fully, normally within 3 working days.

Your complaint will receive a written rely normally within 10 working days of receipt. But if we expect the investigation to take longer we will let you know in writing.

Please be assured that making a complain will not adversely affect your medical care with us.

Full details of out complaints policy and procedure are available in the waiting room, and from reception.

Listening, Responding, Improving Leaflet.

Practice Based Complaints Policy and Procedure

Patients records

EVERYONE WORKING FOR THE NHS HAS A LEGAL DUTY TO KEEP INFORMATION ABOUT YOU CONFIDENTIAL.

We ask you for information so we can provide proper medical care and treatment. We keep this information together with details of your care because it may be needed if we see you again. We may also use this information for other reasons, for example to help us protect the health of the public in general and to see that the NHS runs efficiently. This information helps the NHS for the future, to train its staff, pay its bills and account for its actions. Information may also be needed to help educate tomorrow's clinical staff and to carry out medical and other health research for the benefit of everyone.

In exceptional circumstances, the law requires us to pass on specific information, for example where withholding information may put someone's life at risk.

The NHS Central Register for England & Wales contains basic personal details of all patients registered with a General Practitioner. The Register does not contain clinical information. You have a right of access to your health records.

When you are receiving care for other people as well as the NHS we may need to share with them some information about you, so that we can work together for your benefit.

We only ever pass on information about you if people have a genuine need for it in your and everyone's interests. Whenever we can we will remove details which identify you. The Law strictly controls the sharing of some types of very sensitive personal information. Anyone who receives information from us is also under a legal duty to keep it confidential.

Using Health Records

Zero tolerance initiative

We expect all interactions between patients and staff to be courteous and respectful, and would ask all patients to be co-operative in this respect. Our practice supports the NHS Zero Tolerance Campaign which aims to stamp out violence and verbal abuse. Any patient who behaves in a threatening, abusive or violent way towards anyone at Wye surgery – whether a member of our staff or a member of the public – will be dealt with immediately. This may result in the patient’s removal from our practice list and possibly prosecution.

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