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Practice Policies

Confidentiality

We keep a strict code of confidentiality.  Please do not ask for information, e.g. details of appointments booked, or results relating to a relative other than young children; we will be unable to help you. 

Medical Records

All staff employed by this practice abide by our Code of Confidentiality and we operate a policy on information security.

Compliments, Complaints and Suggestions

good_ratingsWalnut Tree Health Centre treats all patients' complaints extremely seriously. Complaints can be the result of misunderstandings or poor communication and it is the aim of the Practice to try and resolve any complaints directly with the patient in the first instance.

Patients may wish to complain either verbally or in writing and these should be referred to the Practice Manager for resolution.

If the patients formally writes to the Practice, the Practice Manager will acknowledge receipt of the complaint within 3 working days giving an indication of when a response should be expected. The Practice Manager will investigate the complaint and respond with a full explanation or offer a meeting if this seems more appropriate.

Alternatively the patient may wish to complain to NHS England who commission Primary Care Services. They can be contacted on 0300 311 2233, by e-mail at england.contact@nhs.net or by writing to NHS England, PO Box 16738, Redditch, B97 9PT.

More information about how to complain to NHS England can be found on the NHS Choices website please click here.

Should the patient still be unhappy with the response from either the practice or NHS England they can take their complaint to the Independent Parliamentary and Health Services Ombudsman.

The Ombudsman Helpline telephone number is 0345 015 4033, email phso.enquiries@ombudsman.org.uk or fax on 0300 061 4000.

The Helpline is open 8.30am to 5.30pm Monday to Friday

Or write to the Ombudsman at:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

More information can be found on their web site http://www.ombudsman.org.uk

If you need help with making your complaint patients have access to the NHS Advocacy Service which is available by contacting POhWER by calling 0300 200 0084, by e-mailing pohwer@pohwer.net, by post at POhWER, PO Box 14043, Birmingham, B6 9BL. More information can be found on POhWER's web site http://www.pohwer.net

Any comments or suggestions you may have on how to improve the service offered by Walnut Tree Health Centre are always welcome and can be put in writing to the Reception or Practice Manager. There is a box in reception to post your comments in.

Any compliments you may have about the service received at the Health Centre are also gratefully accepted and can be put in writing to the Reception or Practice Manager and posted in the Suggestions Box in the main reception area.

 



 
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