We would like to welcome two new Doctors to the Surgery, Dr Yasmin Hoosen and Dr Clare Murray-Brown, who started in January.

Confidentiality

• Every effort is made to preserve patient confidentiality, and all staff are given full training in this respect. It is our belief that in this practice we will endeavour to protect all information about each patient and only share it with those who have a need to know.
• We will only release information about patients to third parties outside the Surgery (such as medical insurance companies) if we have the patient"s written consent, unless they are other health professionals (eg. midwives, district nurse, hospital consultants).
• Parents/Guardians are entitled to information about children under sixteen for whom they are responsible, except in special cases such as pregnancy/abortion .
• Carers are entitled to information about those for whom they care. Otherwise, family members are not automatically entitled to know each other"s medical details.
• If you believe a breach of confidentiality to have taken place, please report it immediately, preferably in writing, to the Practice Manager

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 Lynn Zubby, Practice Manager, and she will set all 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.

We undertake to:

• Treat you with respect and courtesy at all times.
• Provide you with advice and treatment in a timely manner.
• Help you make decisions about your health by treating you as an equal.
• Discuss what treatment is available and refer you on to other experts where necessary.
• Act as your advocate and guide through health and social services.
• Maintain confidentiality in what we discuss and the records we keep on your behalf.
• Keep up to date with developments in health care by continuing to learn.

In return we ask you to:

• Keep your appointment, or let us know as soon as possible if you can"t.
• Only use the out-of-hours services in an emergency.
• Be nice to our staff! They do their best for you and respond very well to "please" and "thank you".
• Let us know if you have any suggestions or cause for complaint as soon as possible.
• Let us know when we have done well.

Abusive patients will be taken off our list

• We do our best to provide a good service.  Sometimes things don’t go right and we will try our best to sort out difficulties.
• We will not tolerate any aggressive behaviour or verbal abuse to our staff.  The practice policy is to take any abusive patients off our list.