Policies and Procedures - Streets Corner Surgery

Complaint Procedure

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned. For example, by requesting a face-to-face meeting to discuss your concerns.

If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. By making your complaint quickly, it is easier for us to establish what happened. If it is not possible to do that, please let us have details of your complaint:

Within 6 months of the incident that caused the problem; or
Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the GP surgery team verbally or in writing to the Practice Manager. Alternatively, you may ask for an appointment with the GP surgery to discuss your concerns. They will explain the complaints procedure to you and make sure your concerns are dealt with promptly. Please be as specific as possible about your complaint.

What we will do

We will acknowledge your complaint within three working days. We will aim to have investigated your complaint within ten working days of the date you raised it with us. We will then offer you an explanation or a meeting with the people involved, if you would like this. When we investigate your complaint, we will aim to:

Find out what happened and what went wrong.
Make it possible for you to discuss what happened with those concerned, if you would like this.
Make sure you receive an apology, where this is appropriate.
Identify what we can do to make sure the problem does not happen again.

Complaining on behalf of someone else

We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

Complaining to NHS England

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.

However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033

Need help making a complaint?

Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.

CQC report 2017

CQC Report – Streets Corner Surgery – The Care Quality Commission inspected Streets Corner Surgey on 25 July 2017.

The Ratings from the report are given below and the full report is available for review.

Click Here to download the full report: Last Rated – 24.08.2017 RATINGS

OVERALL RATING FOR THIS SERVICE GOOD

Are the services safe? GOOD

Are the services effective? GOOD

Are services caring? GOOD

Are services responsive to people’s needs? GOOD

Are services well-lead? GOOD

GDPR

Named Accountable GP

The NHS requires that every patient is allocated a named accountable GP. All registered patients have been allocated a named GP, and any newly registered patients will be allocated a named GP within 21 days of registering. This is for administrative purposes only and you retain the right to see any of our GPs. You will still be able to book an appointment with the GP of your choice.

What does ‘accountable’ mean?

The named accountable GP takes responsibility for the co-ordination of all medical services and ensures they are delivered to each of their patients where required. This new arrangement has been introduced to reassure patients that they have one GP within the practice who is responsible for ensuring that work is carried out on their behalf.

Does the requirement mean 24-hour responsibility for patients?

No. The named GP will not: take on responsibility for the work of other doctors or health professionals, take on 24-hour responsibility for the patient, or have to change their working hours, be the only GP or clinician who will provide care to that patient.

Can patients choose their own named GP?

Patients have been allocated a named GP by the practice. However, if a patient requests a particular GP, reasonable efforts will be made to accommodate their preference.

Do patients have to see the named GP when they book an appointment with the practice?

No. Patients are free to choose to see any GP or nurse in the practice.
If you would like to know who your named accountable GP is, or you have a preference as to which GP you are allocated please contact the Surgery for more information.

Free Health Checks for Over 75’s

All patients over the age of 75 years will be allocated with a named GP who has overall responsibility for the care and support the surgery provides you. This does not prevent you from seeing any GP in the practice as you currently do. You will also be offered a free health assessment including: a urine test (Diabetes Screening), recording your Blood Pressure, Height, Weight etc, please make an appointment with the Practice Nurse

Patient Access to Medical Records

You have a right to Access a copy of part or all of your medical records held about you. You will need to make a request to the practice who holds your medical information. They are required to respond to you with in one month of your request

If you need to request any medical information, please click here to access the request form, once completed bring into the surgery and we will deal with your request.