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Practice Policies

Comments & Complaints

Practice Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any staff attached to the practice, please let us know.

We operate a practice complaints procedure as part of the NHS system for dealing with complaints.

Our complaints system meets national criteria.

How to Complain

We hope that most problems can be sorted as and when they arise, but if your problem cannot be sorted in this way, and you wish to make a complaint, we would like you to let us know as soon as possible. This will enable us to establish what happened more easily.

In any event you must 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 in writing and addressed to Mrs Marie King, Practice Manager, William Budd Health Centre. Alternatively, you may ask for an appointment with Mrs King in order to discuss your concerns. She will explain the complaints procedure to you and make sure that your concerns are dealt with promptly.

What Happens Next?

We shall acknowledge your complaint within two working days of the receipt of your letter and aim to have looked into your complaint within 10 working days. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When We Look At Your Complaint we shall aim to:

  • Find out what happened and what went wrong.
  • Give you the opportunity to discuss the problem with those concerned.
  • When appropriate, make sure an apology is given.
  • Improve our service by acting on what you say.

Complaints on Behalf of Someone Else

We must keep strictly to the rules of confidentiality. If you are making a complaint on behalf of someone else, we must know that you are doing this with their permission. A note, signed by the person concerned will be required unless they are incapable (because of illness) of providing this.

Making Complaints or Raising Concerns about NHS Services in Bristol

The way the NHS is run has changed. The primary care trusts that used to have responsibility for all of an area’s healthcare needs have been disbanded. The responsibility has been split between Clinical Commissioning Groups and NHS Engand. This means that there are different organisations to complain to or raise concerns with depending on what service you have a problem with.

People with complaints or concerns about the decision making processes used by the local Clinical Commissioning Group or the outcomes of decisions, can either make a formal complaint to:

Patient Advice and Liaison Service (PALS)
 BNSSG.pals@nhs.net
0117 474477 or 08000 730907

PALS
Suite 15, Corum 2,
Corum Business Park
Warmley
NS30 8FJ


Confidentiality & Medical Records

Locked blue folderStrict guidelines regarding the disclosure, handling and transfer of patient information are observed by all staff.

Patients have the right to request access to their own medical records held in both paper and electronic form. Requests should be made in person or in writing to either a GP or the Practice Manager. There is no charge for viewing notes but charges may be made for providing copies, these will be advised at the time of request.

We do not disclose your medical information without your permission. Any request for access to a patient’s medical records received from a third party such as a solicitor or insurance company must be made with the full consent of the patient.

Freedom of Information

Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.


Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.



 
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