Patient Responsibilities
- Please treat all surgery staff with the same respect – we are all just doing our job
- Do not ask for information about anyone other than yourself
- Tell us of any change of name, address or contact number, so that our records are accurate
- Please cancel your appointment if you are unable to attend
- Please be punctual, but be prepared to wait if your own consultation is delayed by an unexpected emergency
- Please allow sufficient time for your consultant’s letter, or the results of any tests, to reach us
- You will be advised of the usual length of time to wait
- Do let us know whenever you feel we have not met our responsibility to you
- We would, of course, be pleased to hear when you feel praise is due as well.
Practice Responsibilities
- You will be greeted courteously
- You have a right to confidentiality
- You have the right to see your medical records subject to the limitations of the law
- You will be seen the same day if your problem is urgent
- You will be informed if there will be a delay of more than 20 minutes for your appointment
- You will be referred to a consultant when your GP thinks it necessary
- Your repeat prescription will be issued within 48 hours of your request
- Your suggestions and comments about the services offered will be considered sympathetically and any complaint dealt with quickly
- The Practice continually strives to provide an exemplary health care service for all patients registered with us.
- In line with Government trends towards the rights of the citizen, the NHS encourages Doctors to produce individual Practice Charters. This is a wholly voluntary undertaking to which we are fully committed, as we believe that it will benefit both the Practice and the patient.
Patient Confidentiality
All staff in the Practice are bound to maintain patient confidentiality at all times. Any proven breach of confidentiality will be treated extremely seriously. Confidentiality also extends to family members, therefore medical information relating to you will not be divulged without your consent.
We pride ourselves on our helpful, friendly staff. Help us to run an efficient Practice. Patients will be treated with respect and courtesy. Kindly afford us the same. The Practice has a complaints system in place and nominated personnel to deal with such matters in a caring, supportive and effective manner. If you wish to make a complaint, please ask for the Reception Team Leader. Patients are always welcome to comment on services, or make suggestions for improvement. A suggestions box is in the Patient’s waiting area.
Language and interpretation services are offered by the Interpretation Services. We also operate a translation service for 28 of the most used languages. This is offered through the Language Line. We can book an interpreter for you from the Translation Service. Please ask at Reception.
The Accessible Information standard of July 2016 aims to ensure that everyone is communicated to in a way that’s suits them. If you have any communication or information needs relating to a disability, impairment or sensory loss please inform the Practice.
We operate a policy of zero tolerance to violent and/or abusive behaviour.
Our policy defines the Practice guidelines for when it is reasonable to remove a Patient from the Practice list and to ensure that any concerns about removing Patients from the list are dealt with fairly.
The exception to this is if a Patient has to be reported to the police for violent behaviour towards any member of the Practice staff, s/he may be immediately removed.
Complaints Procedure
Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.
We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets National criteria.
Making A Complaint
If you have a complaint or concern about the service you have received from us, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your 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 – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem, or within 12 months of discovering that you have a problem.
Please ask for an appointment with the Reception Team Leader, in order to discuss your concerns. They will make sure that your specific concerns are dealt with promptly and satisfactorily.
Written complaints should be addressed to the Practice Manager Donna Shepherd.
Written Complaints
We will contact you on receipt of your complaint to clarify your concerns, discuss your desired outcomes, how you would like your concern dealing with and during this discussion we will agree a timescale for response. We shall then be in a position to offer you an explanation or a meeting with the people involved. When we look into your concerns, we shall aim to:
- Find out what went wrong
- Make it possible for you to discuss the problem with those concerned
- Make sure you receive an apology where this is appropriate
- Try and resolve the concern to your satisfaction
- Identify what we can do to make sure that the problem doesn’t happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of patient confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A consent form signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
Complaining to NHS Hull
We hope that, if you have a problem, you will use our Practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach the local Integrated Care Board, if you feel you cannot raise your complaint with us.
You should contact the PALS Department,Yorkshire and Humber Commissioning Support Tel: 01482 957750 www.nyhcsu.org.uk
You may also like to contact the Independent Complaints Advocacy Service (ICAS) for help. They can be contacted Phone: 01482 880160, and Email: referrals@cloverleaf-advocacy.co.uk
NHS England email england.contactus@nhs.net Tel 03003112233
If you are unhappy with the outcome of our investigation, the Parliamentary and Health Service Ombudsman is able to look into your concern. Tel: 0345 015 4033 or visit: Making a complaint | Parliamentary and Health Service Ombudsman (PHSO)
Dr G.S. Chauhan
Dr C. Lewis
Dr P. Chawla
Dr D. Kumar
Clifton House Medical Centre
263-265 Beverley Road
Hull
HU5 2ST
We are happy to receive comments, compliments, concerns and complaints.