Complaints and Suggestions
The Practice will take all reasonable steps to ensure that its’ staff are aware of and comply with this Policy.
The Practice has nominated Mrs Claire Hunt(Practice Manager) as its’ Complaints Manager, to be responsible for managing the procedures for handling and considering complaints in accordance with the Policy and Procedure.
The Practice has nominated Claire Hunt as its Responsible Person, to be responsible for ensuring compliance with the Policy and Procedure, and in particular ensuring that action is taken if necessary in the light of the outcome of a complaint.
The Practice will take all reasonable steps to ensure that patients are aware of:
- The Complaints and Comments Procedure
- The roles of the Practice, the CCG, CQC and the Health Service Ombudsman with regard to patient complaints.
This includes the alternative facility for the patient to complain, instead of making their complaint to the Practice, as well as their right to escalate their complaint to the Health Service Ombudsman when they are dissatisfied with the initial response.
Patients will be encouraged to complain in writing where possible.
All complaints will be treated in the strictest confidence
Patients who make a complaint will not be discriminated against or be subject to any negative effect on their care, treatment or support.
Where a complaint investigation requires access to the patient's medical records and involves disclosure of this information to a person outside the Practice, Claire Hunt, Practice Manager, will inform the patient or person acting on their behalf.
The Practice will maintain a complete record of all complaints and copies of all related correspondence. These records will be kept separately from patients' medical records
Zero Tolerance Policy
We strongly support the NHS policy on Zero Tolerance Policy. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.