Wye SurgeryOxenturn RoadWye, Kent, TN25 5AYTel: 0844 3878419
> Our ethos > Suggestions > Complaints procedure > Patients charter
We aim to provide high quality health care for the local population, helping patients to take responsibility for their own health and that of their families through lifestyle education.
We also enable patients to share in the treatment of any illness through clear communications and explanations; and by making sure they have easy access to all members of our practice team.
Our Patients’ Charter sets out our responsibilities to you and your rights and obligations as a patient. This information is included in our Practice Leaflet, copies of which are available on request from Reception.
If you think we can improve our service in any way or make things easier for you please let us know.
You can either write to us or discuss things with a member of staff such as a receptionist, practice manager or doctor.
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
Below we set out your rights and responsibilities as a patients and ours as a provide of medical care.
Practice LeafletAll new patients will receive a copy of the practice leaflet and copies will be displayed and made available at our reception desk.
Surgery premisesOur surgery will be clean, hygienic and well maintained to ensure that it is comfortable and welcoming for patients and visitors. Our surgery will provide for the disabled and have a clear layout for patients to find their way around. We will conform to the health and safety regulations to ensure the safety of all patients and visitors whilst on our premises and to provide suitable conditions for carrying out treatment.
Patients right to general medical servicesPatients have a right to:
Complaints, suggestions and enquiriesPatients have a right to:
Patient care Patients have a right to:
Changes in our procedures
Transfer of medical records
Accessing medical records
Appointments with a doctor:
Appointments with practice nurses
Out of hours emergencies
Home visits with a doctor
Appointments with a district nurse
Our modern, well equipped surgery has a comfortable and spacious reception area with patient washroom.
As well as consulting rooms and clinics we also have a dispensary and small operating theatre.
Outside there is plenty of free parking – staff at the back of the building and patients at the front.
There are also marked spaces for disabled drivers - please keep these clear for easy wheelchair access.
This map shows the extent of our catchment area (where patients must live in order to be registered with Wye Surgery).
We’re sorry, but we cannot normally accept patients living outside our catchment area.
Click here to view a larger map or click the image opposite.
Wye Surgery falls under the jurisdiction of Ashford Clinical Commissioning Group(CCG).
They monitor the quality of care, commission service and balance health care budgets.
> New patients > Disabled patients > Patients records > Removal of patients > Zero tolerance initiative
We welcome new patients living within our catchment area who would like to register with our practice - see the 'Catchment area' tab above.
To find out more, please drop in and see us or phone for Information, all our contact details are on our Home page.
Disabled patients should find it very easy to access everything in our surgery. Plus, our helpful staff are always on hand to offer any assistance required.
At Wye Surgery you'll find:
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
Removal of patients
Doctors’ Terms and Conditions of Service entitles us, in exceptional circumstances, to remove patients from our practice list.
The partners at Wye Surgery do not take this decision lightly and feel it is the last course of action when there has been an irretrievable breakdown in the practice/patient relationship.
In this event, all partners will discuss the removal of a patient at a practice meeting and the patient will be informed in writing.
In some cases the removal of a patient from our practice list cannot be avoided, for example when someone moves out side our catchment area.
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 stamps 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.
Monday to Thursday 8.30 am to 7.00 pm
Friday 8.30 am to 5.00 pm
NHS 111 and Out of hours
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