Comments and Complaints

At the Practice we welcome ways in which the services we offer our patients can be improved.

If there is something we have done well, we would love to hear about it! 

Should you be unfortunate enough to have any cause for complaint, please contact the Patient Services Manager either in writing or by the telephone.

Often the problem is a failure of communication which can be easily resolved. If, however, in the unusual event that the Doctor/patient relationship has broken down irretrievably, it may be ended by either party.

Our aim is to give you the highest possible standard of service, and we try to deal swiftly with any problems that may occur. 

In return, we ask that you help us to resolve your complaint efficiently by being courteous to our staff.

Zero Tolerance Policy

Little Common & Old Town Surgery operates a zero tolerance policy to any abuse or bad behaviour towards its staff, doctors or other patients. This could be physical, verbal or online abuse.

GPs and staff have a right to care for others without fear of being attacked, abused or treated badly in any way. To successfully provide our services, a mutual respect between staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients' individual needs and circumstances. We would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult, tasks and situations all at the same time. However, aggressive behaviour, be it physical, verbal or online will not be tolerated, and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

In order for the Practice to maintain good relations with our patients, we would like to ask all our patients to read and take note of the occasional types of behaviour we see that are unacceptable;

  • Using bad language, shouting or raising of voices at practice staff
  • Any physical violence towards any member of our team or other patients
  • Verbal abuse towards staff or patients in any form including shouting
  • Racist, xenophobic, sexist, homophobic or other intolerant language. Discrimination will never be tolerated.
  • Persistent or unrealistic demands that causes stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot be met.
  • Being perceived to bully or manipulate a staff member to obtain something.
  • Causing damage to, stealing or not returning practice equipment from the practice's premises, staff or patients.
  • Obtaining drugs and/or medical services fraudulently

Covid-19 Update

As you are aware the current Covid-19 poses one of the greatest challenges that society has faced in recent times, and we have all had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society.

At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.

As such, many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the delivery of care to those who need it most. 

As part of this streamlining of administration tasks, the Practice will be changing the complaints procedure. We will now be reviewing complaints on a regular basis at our Practice Clinical Meetings, to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to the Practice can be immediately implemented;

  • Immediate risks to patients or staff
  • Actual harm to patient or 'near miss' incident of high severity
  • Urgent safeguarding concerns
  • Criminal actions

Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain. We appreciate your understanding whilst our Practice is dealing with unprecedented demand.

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