Policies

Disabled Access

We have suitable access and facilities for disabled patients.

Confidentiality

All patients notes are treated with the strictest confidence and we fully comply with the Data Protection Act.

Your Records

You may request copies of your medical records under the Data Protection Act. There is a charge for this service (see the Clinics and Services page). To request copies of your medical records print a copy of this form, fill it out and bring it in to the surgery.

Zero Tolerance

The practice supports the NHS policy of zero tolerance. At no time will any violent, threatening or abusive behaviour be tolerated in this practice. If you do not respect the rights of our staff and other patients we may choose to inform the police and make arrangements for you to be removed from our medical list

Chaperone Policy

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. The chaperone may be a family member or friend. On occasion you may prefer a formal chaperone to be present ie. a trained member of staff. Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

Complaints Procedure

Opening hours at Valentine Medical Centre We hope that all complaints can be sorted out easily and quickly at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint please let us know as soon as possible because this will make it easier to find out what has happened.

You should bring the complaint to the attention of the Practice Manager, Mr. Anthony Foster, in writing, and we will acknowledge receipt within three days. If you wish you may make an appointment with the Practice Manager or one of the Doctors to discuss your problem.

The complaint will be investigated promptly and thoroughly and we aim to have looked into it within 14 days of the date you raised it with us. We shall then be in a position to offer an explanation or a meeting. We will keep you informed if there is a delay and the reason for it.

When we look into your complaint we shall aim to:-

Find out what happened and what went wrong
Make it possible for you to discuss the problem with those concerned
Make sure you receive an apology, where this is appropriate
Identify what we can do to prevent the problem occurring again

Please note we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to know you have their permission to do so. A note signed be the person concerned will be needed.

We hope you are able to use our practice complaints procedure. We believe this gives us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

You may like to contact the Independent Complaint Advocacy Service (ICAS) for help with your complaint. They support and represent individuals complaining about the NHS. (Tel: 08451203784)

If you are unhappy with the outcome of your complaint you have the right to ask for an independent review through the Parliamentary and Health Service Ombudsman (PHSO). Their address is:-

Parliamentary and Health Service Ombudsman,
Millbank Tower,
Millbank,
London
SW1P 4QP
Tel: 0345 0154033
E.mail: phso.enquiries@ombudsman.org.uk