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Complaints & Policies


Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Our Complaints Process can be viewed here.

Zero Tolerance Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. The policy also includes non-physical assault, aggression or unacceptable behaviour. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it. Our Violent and Abusive Patients Policy can be viewed here.

Chaperone Policy

We are committed to providing a safe and comfortable environment and strive to achieve good practice at all times. All patients are entitled to have a chaperone present during any consultation, examination or procedure. Clinicians will offer a chaperone during any intimate examination. This may be one of our specially trained administration staff or a nurse or Healthcare Assistant. Our Chaperone Policy can be viewed here.

Patient Guide to Services

It’s Your Practice: A patient guide to GP services has been put together by the Royal College of General Practitioners (RCGP) for patients. 

The guide provides helpful information on all aspects of using GP services: from finding and choosing a practice and how to get the most out of a GP consultation to accessing health records and understanding patients’ rights and responsibilities.

It is split into several sections including:

  • General Practice explained
  • Choosing the right practice for you
  • Registering with a GP practice
  • Seeing your GP – consultations
  • Seeing your GP – the next steps
  • After your GP consultation
  • Your health record
  • Your rights and responsibilities as a patient
  • Get involved with your practice

pdf Download A Patient Guide to GP Services

Accessible Information Standard

The Accessible Information Standard was introduced to ensure that all information about a service is provided in a form that is appropriate to anyone with a disability or to those who may have impaired sensory loss (sight, hearing, etc).

The standard aims to ensure that people are able to read, receive or understand all the necessary information about a service (i.e. accessible information), or they are provided with the assistance of someone, such as a sign-languarge interpreter, who will enable them to do so (i.e. communication support).

For policy please click here: Accessible Information Standard Policy

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