We hope that most problems can be sorted out easily and quickly - often at the time they arise and with the person concerned. If the problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. This will enable us to establish what happened more easily. If your complaint is about a GP/Nurse/Clinician then this MUST be in writing addressed to the Patient Liaison Officer. We will acknowledge your letter and aim to respond within 10 working days

Alternatively you may ask for an appointment with the Patient Liaison Officer to discuss your concerns and she will explain the procedure to you.

You can also contact the PALS (Patient and Liaison Service) at the Primary Care Trust.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

Practice Charter

• Members of staff will act courteously towards you and treat you with
  respect.
• We offer an appointment system. Our aim is to see each patient at the
  time designated. You will not be kept waiting for more than 20
  minutes after your appointment time without an explanation from the
  staff.
• You are entitled to complete confidentiality.
• Constructive criticism will be welcomed in an effort to improve our
  service.
• You have the right to see your patient records, subject to legal
  limitations, by appointment only.
• Members of staff will wear a uniform and name badge in order to
  identify themselves to you.

Patients Responsibilities

• Be courteous and polite to staff at all times
• Arrive on time for all appointments
• Cancel appointments as soon as possible
• Book one appointment for each patient who wishes to be seen.
• Let the Practice know of any changes in personal details, ie telephone
  number/address.
• Telephone for results between 12.30 pm and 3.00 pm only.
• Do not ask for information about anyone other than yourself.

Physical violence and verbal abuse are a growing concern. GPs, Practice Nurses and other practice staff have the right to care for others without fear of being attacked or abused. We ask that you treat your GP and Practice staff properly — without violence or abuse.

Violent and abusive patients will be reported to the Police and removed from the surgery's list.