Suggestions & Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

Simply contact the Office Supervisor or a named partner and they will set the necessary wheels in motion. Further written information is available on the complaints procedure from reception. We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.

The practice Complaints procedure can also be accessed by clicking the following link:

Complaints Procedure

The Patient’s Charter

The Government has given the Health Service quality standards, which are the rights of all patients. While we agree that these standards are important we do not feel they are achievable without the help of our patients. We ask you then to read this section bearing in mind that we will keep to the standards set if you give us the opportunity to do so.

We expect patients to:

• Treat Doctors and practice staff with courtesy.
• Be punctual for appointments.
• Remember an appointment is for one patient only.
• Give Reception notice if you are unable to attend your appointment.
• Be patient if the Doctors are running late.
• Not request an out of hours visit unless it is an emergency, which cannot wait until the morning

Freedom of Information Act

This practice aims to follow national and local best practice guidelines. With effect from 1st November 2003, this Act gives the public a general right of access to written information held by the practice. Under the Data Protection Act, people have the right to access information about themselves held on computer and on paper. Requests must be made in writing to the Practice Manager. The practice will charge a fee for access to the information requested.

Patient Responsibilities

Patients have a responsibility to respect the practice staff. We have a zero tolerance policy of aggression towards staff. Patients also have a responsibility to keep, or cancel their appointments.

SOUTHEAST FAMILY PRACTICE

POLICY FOR REMOVAL OF PATIENTS FROM PRACTICE LIST

This can be accessed by clicking on the following link:

Practice Policy on Removal of Patients