Practice
Charter
Concerns, suggestions and complaints
Our aim is to give you the highest possible standard of care and we try to deal swiftly with any problems that may occur. Howden Medical centre operates a practice complaints procedure as part of the NHS system for dealing with complaints. Please contact the Practice Manager who will give you further information. Patient information leaflets are available from reception.
Patient Feedback
We welcome suggestions as to how we might improve our services to you. Please write to the Practice Manager or your usual doctor.
And in return....
The Doctors, Nurses and staff at Howden Medical Centre treat all patients with courtesy and we ask all patients to offer the same. The practice has a zero tolerance approach to abuse and aggression over the telephone or face to face.
Patients will be asked to de-register if this type of behaviour is displayed towards a Doctor, Nurse or member of the administration team.
We also ask for patients to do their upmost to attend for an appointment or to cancel it. The Medical Centre has an option for the cancelling of appointments on our automated telephone answering service.
Complaints Procedure
How to express a concern or make a complaint
The easiest way to express a concern is at the time with the person involved. If you feel you cannot do this and you wish to take the matter up at a later date, please ask to speak to, or put in writing your concerns to the Practice Manager.
If you should wish to make a complaint you must contact us within one year of the incident about which you are complaining or within one year of discovering the problem.
On receipt of your complaint a letter of acknowledgement within two working days will be made. The practice will expect to offer an explanation of your complaint within 25 working days or to arrange a meeting with those involved.
Our aim will be to:
- find out what caused your concern and why
- make it possible for you to discuss your concern with the practice
- give an apology where appropriate
- to take remedial action, if required, to prevent any repeat episode
- use your complaint to improve our services
If you wish to make a complaint on behalf of someone else we will require a letter signed by that person giving us permission to speak to you (unless they are incapable of doing so).
Our responsibility to you
- To expect a caring, professional attitude from all healthcare professionals and staff in the practice.
- To expect to be treated as an individual and partner in your healthcare.
- Information concerning patients will be treated in the strictest confidence.
- To normally expect to be seen within 20 minutes of your appointment time or to be given an explanation of the delay.
Your responsibility to us
- Help us to help you – you are responsible for your own health and the health of your children. We will give you our professional help and advice – please act on it.
- Let us know if you change your name, address or telephone number.
- Cancel any unwanted appointment in good time so it can be given to another patient.
- Try and arrive for your appointment on time, if you are late we cannot guarantee to see you.
- Avoid phoning for non-urgent matters during the morning peak time.
- We ask that you treat the doctors and practice staff with the same courtesy and respect that you would expect to receive yourself.
- Please be patient if your appointment is delayed. Delays are often caused by patients needing emergency attention.
- Refrain from using mobile phones in the surgery, do not read or send text message during your consultation with the doctor.
PATIENT ADVICE AND LIAISON SERVICE (PALS)
Comments, concerns and suggestions can also be raised through PALS. PALS can give information and sort out problems quickly on behalf of a patient. PALS can also give out advice and information about the NHS complaints procedure. PALS are contactable on 01377 208823 or in writing to PALS, NHS ERoY, Health House, Grange Park Lane, Willerby HU10 6DT
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