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Patient Information

Records/Confidentiality

confidential_fileEveryone working in the NHS has a legal duty to maintain the confidentiality of patient information. All staff at Hampton Wick Surgery are required to sign a confidentiality code of conduct when they start work at the practice. Any breach of this results in disciplinary action being taken against that member of staff. If you have any concerns about confidentiality, please do not hesitate to contact the Practice Manager, Lynn Roylance.  For further information please read the leaflet via the link below.

Patient Information - Data Protection

 

Comments and Complaints

At Hampton Wick Surgery we are always looking to improve our performance, and we highly appreciate any feedback you may have, whether positive or negative. If you have any comments or complaints, please write to the Practice Manager, Lynn Roylance.

For further advice contact:

     NHS England

     PO Box 16738

     Redditch

     B97 9PT

     Email: england.contactus@nhs.net

Alternatively for independent advice you may like to contact NHS Complaints Advocacy:

         Helpline: 0300 330 5454

         Email:  nhscomplaints@voiceability.org

         Post:  VoiceAbility, United House, North Road, London, N7 9DP

Making your complaint

You can complain in writing, by email or by speaking to someone in the organisation. You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.

Anyone can complain, including young people. A family member, carer, friend or your local MP can complain on your behalf with your permission.

What can I expect if I complain?

You should:

  • have your complaint acknowledged and properly looked into
  • be kept informed of progress and told the outcome
  • be treated fairly, politely and with respect
  • be reassured that your care and treatment will not be affected as a result of making a complaint
  • be offered the opportunity to discuss the complaint with a complaints manager
  • expect appropriate action to be taken following your complaint

At Hampton Wick Surgery we treat all our patients with the utmost respect and in turn we expect all patients, their friends and relatives to act in the same manner toward the staff.

Violent or Aggressive Behaviour

We strongly support the NHS policy of zero tolerance toward ANY form of violence.

Anyone attending the surgery who abuses the GPs, any other member of staff or other patients, be it verbally, physically or in any threatening manner whatsoever, will be removed from the practice list.

In  extreme  cases we may summon the Police to remove offenders from the practice premises if they refuse to leave.

Any patient removed from a practice list for violent behaviour will lose their right to be seen at ANY GP practice locally.

Violent patients will instead be referred to the Primary Extra service. This is a service provided for those patients who have shown violent or aggressive behaviour in the past to NHS staff, therefore security staff are on-hand during working hours.



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