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The
Complaints Procedure
If
you have a complaint or concern about the service you receive from the doctors
or staff working at this practice, you are entitled to ask for a discussion about
this. We operate an informal in-house procedure to deal with any complaints.
This
procedure does not deal with matters of legal liability or compensation, but neither
does it affect your right to seek compensation in law. In some cases the in-house
procedure is not the appropriate form of investigation, in which case you will
be referred to the Commission for Healthcare Audit and Inspection. A separate
leaflet, giving more details on this matter, is available on request.
How To Complain
Complaints
should be addressed to the practice manager who will ensure that they are investigated
as thoroughly and speedily as possible. We aim to write back to you within a few
days, although in some cases more time may be required.
A complaints form
is available. However, you can also complain in person, by telephone or by letter.
It helps if you complain as soon after the event as possible.
Please contact:
David Drew at 175 Preston Road, Brighton, East Sussex, BN1 6AG or telephone
01273 506361.
How We Investigate
The complaint
will be investigated by interviewing the doctors and staff as appropriate. It
is likely that you will be contacted directly to ensure that the nature of your
complaint is fully understood. You will then be informed of the conclusions of
the investigation.
Medical
Records
This surgery maintains computerised records to ensure that all clinicians have accurate and up-to-date information about patients' medical history and medication available to them. Please tell the surgery if you change your address, telephone number, marital status, etc. You are entitled to see the records this practice keeps about you if you wish.
The practice holds various details about your health and treatment on file (mainly computer-held). These records are used to guide and administer the care you receive. Everyone working for the NHS has a legal duty to keep information about you confidential except in exceptional cases (usually where the health and safety of others is at risk). A separate leaflet (as above)is available on request.
Violence
The practice will not tolerate violent or abusive conduct towards any of its personnel,
patients or others present on the practice premises. Any such acts could result
in police involvement and removal from the list of registered patients.
The
practice has a policy on violence which can be viewed on request.
Confidentiality
Please note that the practice must conform to the rules of medical confidentiality.
This means we cannot provide any information to anyone other than the patient
without the written consent of that patient.
Freedom Of Information – Publication Scheme
The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception.
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