Lilliput SurgeryElms AvenueParkstonePoole, Dorset, BH14 8EETel: 01202 710013
The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
The ICO has published a new Model Publication Scheme that all public authorities are required to adopt.
Model Publication Scheme - further information
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If you have any complaints about the service that you have received from the doctors or staff working for this practice, you are entitled to ask for an explanation. We operate an informal “in-house” complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation.
Your complaint should be addressed, in the first instance, to the Senior Partner or the Practice Manager who will either deal with it personally or forward it to the appropriate member of staff.
The delegated member of staff will assess the complaint and if the practice procedure is appropriate, a full investigation will take place. A meeting will be arranged in order to advise the complainant of the outcome if appropriate.
If the complaint is unresolved the complainant has the right to complain to one of the above addresses or the Health Service Ombudsman.
We are continually striving to improve our service. If you have any suggestions regarding the service provided, write to the Senior Partner who will pass on your letter to the appropriate member of staff. Alternatively, place your written suggestion in our suggestions box in the waiting room.
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.
The aim of the practice is to provide the best possible general practice service to our patients. In order to achieve this we will:
Occasionally the practice receives donations or bequests. Sometimes these gifts are for designated purposes. Any donation which does not have a specific purpose will be allocated to our equipment fund. The fund is largely maintained by the doctors and used for the purchase of new equipment to enhance the service to our patients.
In keeping with the rest of the NHS, this practice operates a zero tolerance policy with respect to the protection of its staff.
This means that anyone who is violent or abusive in any way (including on the telephone) towards anyone in this practice, be it doctor, members of staff or other patients, may be removed from the practice list with immediate effect and without a second chance. Extreme cases will result in the perpetrator being reported to the police.
When patients do not turn up for their appointment and do not advise the surgery that they wish to cancel their appointment (or cancel late) the effect of this is
In the event that a patient does not attend (DNA) an appointment, on the first occasion the non-attendance will be recorded as a DNA and a letter sent to the patient reminding them of the policy.
If a patient fails to attend another appointment a formal warning letter will be sent reminding them that a further recurrence within the next 12 months could result in them being removed from the practice list.
Warning letters are valid for a period of 12 months. Removal based on warnings greater than 12 months old will be invalid – in this case a further formal warning and period of grace will be required.
The practice will take into account mitigating medical circumstances prior to issuing letters under this policy.
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