Confidentiality
All staff recognise that working in a busy practice puts them in a special position of trust and responsibility and that patient confidentiality is paramount.
We also provide a confidential service for young people in sexual and other health needs. This applies even if you are under 16. You can be sure that anything you discuss with any member of the practice-family doctor, nurse or any of the practice team mentioned above-will stay confidential.
If you would like more information about what we mean by 'confidential' then please ask and we will be happy to explain and/or provide a copy of our practice confidentiality policy.
Complaints
We aim to provide you with the best possible service. There may be times when you feel this has not been done.
In these circumstances, please visit, telephone, email or write to Mrs Debbie Barnicoat, Practice Manager (GMS), who will take full details and indicate what action is to be taken. Contact details are on the leaflet below;
Probus Surgery Complaint Leaflet
Which you may prefer to use if you choose to write down your complaint. If you would rather speak to one of the doctors or nurses this can also be arranged.
The Process
We think it is important to deal with such matters swiftly and will acknowledge receipt of all complaints within two working days. Occasionally, if we have to make a lot of enquiries, it might take a little while to respond in full, but the Practice Manager will keep you informed and will aim to resolve matters within two weeks. You are very welcome at any time in the process to bring a friend or relative with you to any meeting that is arranged to facilitate this.
We hope you will use our practice procedure to allow us to look into and, if necessary, put right any problems you may have identified. Our practice procedure does not cover matters of legal liability or compensation: it is not intended to deal with questions of negligence, nor to provide financial compensation. We aim to address your concerns fully to provide you with an explanation and an apology if that is appropriate as well as to discuss with you any further action that may be needed. Please note that if you wish to make a complaint on behalf of someone else, that person's written consent is necessary before we can discuss the matter with you.
Please let us know promptly if you have a complaint
The sooner you make known your feelings, the sooner matters can be dealt with, and the easier it is to establish what may have gone wrong. In accordance with the NHS complaints procedure complaints must be raised within six months of the date of the incident that caused the problem; or within six months of the date of discovering the problem, provided that is within 12 months of the incident.
Zero Tolerance
Physical Violence or Abuse
We will not tolerate threatening or aggressive behaviour. Patients who are violent or abusive to staff and persons present on the practice premises will be removed from our list. These patients will be seen by the local PCT and will be treated at a designated centre provided by the Primary Care Support Agency.