COMMENTS AND SUGGESTIONS
We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestions box.
COMPLAINTS PROCEDURE
We always try to provide the best services possible, but there may be times when you feel this has not happened. We have an in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that have been made.
If you use this procedure, it will not affect your right to complain to South Warwickshire Primary Care Trust. Please note that we have to respect our duty of confidentiality to patients' and a patient's consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please write to our practice manager.
We believe it is important to deal with complaints swiftly; we will respond as quickly as possible within 14 days. Occasionally it may take longer, but we will keep you informed throughout. We will try to address your concerns and provide you with an explanation.
PATIENTS' RIGHTS AND RESPONSIBILITIES
Patients have a right to access general medical care as provided by all of the practice team and to be treated with respect, dignity and confidentiality. By the same token, it is the responsibility of the patient to treat all practice members with respect. Where patients fail to meet this obligation, the doctors retain the right to remove them from the patient list at the practice.
The Abbey Medical Centre does not discriminate on the grounds of race, gender, social class, age, religion, sexual orientation or appearance.
FREEDOM OF INFORMATION ACT
The Abbey Medical Centre is registered on the Freedom of Information website.
ZERO TOLERANCE
We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.