East Lynne Medical Centre3-5 Wellesley RoadClacton On Sea, CO15 3PPTel: 01255 220010
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.
Our Commitment to you If you have any comments, compliments, concerns or complaints about the service that you have received from the doctors or staff working for this practice, please let us know.
We hope that any problems you may have can be sorted out easily and quickly often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.
However, if it is not possible to do that, please let us have details of your complaint:
Our Practice Manager, Pauline Mackenzie, will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint either:
In person to Pauline Mackenzie In writingSome complaints may be easier to explain in writing – please give as much information as you can, then send your complaint to the practice for the attention of Pauline Mackenzie as soon as possible. Complaints of a clinical nature will also be reviewed by Dr M. Khan, the Senior Partner.
All matters are dealt with in confidence. However, it may be necessary to share certain information with other parties. We will seek your permission before doing this.
What we shall do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. If you do decide to complain in writing we will:-
In order that we can do this, please ensure you have provided us with a telephone number when you first make contact.
Information relating to your concerns will be stored securely and separate from your health care records. This information will not impact on your health care and will not be used to discriminate against you.
Complaining on behalf of someone else Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are not able (because of illness) of providing this.
Can I get help to raise my concerns? If you require any support or assistance in pursuing your complaint, you may wish to contact Essex Advocacy on 0300 34 35 736 or email@example.com
Healthwatch, Southend on 01702 220102, POhWER Thurrock on 0300 456 2370 who provide a free confidential service for NHS service users.
We hope that if you have a problem you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. We care about getting it right for you the first time, we will take you seriously, listen carefully and do everything we can to ensure you are satisfied with our services.
This does not affect your right to approach the NHS England Complaints Team if you feel you cannot raise your complaint directly with us. You can do this either in writing or by telephoning:
Complaints Team NHS EnglandPO Box 16738 RedditchB97 9PTTel: 0300 311 2233
Email: firstname.lastname@example.org Or you can contact PALS (Patient Advice & Liaison Service)Telephone: 01206 918730 Monday & Friday 08.30am-16.30pm Email: email@example.com
If you are still unhappy with the response, you can ask the Parliamentary & Health Service Ombudsman (PHSO) to review your case.
Help us get it right We constantly try to improve the service we offer and are committed to feeding back patients’ experiences to staff and learning from these. Please let us know when you think we have done something well or if You have any suggestions as to how we can do something better.
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Tel: 0345 015 4033 Email: firstname.lastname@example.orgWrite: Millbank Tower, Millbank, London SW1P 4QP.
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
In particular, PALS will:
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.
Everyone working for the NHS has a legal duty to keep information about you confidential.
You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you.
We only ever use or pass on information about you if people have a genuine need for it in your and everyone’s interest. Whenever we can we shall remove details, which identify you. The sharing of some types of very sensitive personal information is strictly by law.
Anyone who receives information from us is also under a legal duty to keep it confidential.
Please take time to read the Practice Charter which sets out our responsibilities to You and shows how you can help us to meet our commitments. It also sets out your responsibility as a patient using our services.
OUR SERVICES TO YOU
Dr Khan & Partners are committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.
The Chaperone Policy is clearly advertised through patient information leaflets,etc and can be read at the Practice upon request.
All patients are entitled to have a chaperone present for any consultation, examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.
Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.
All staff are aware of and have received appropriate information in relation to this Chaperone Policy.
All trained chaperones understand their role and responsibilities and are competent to perform that role.
There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.
Their role can be considered in any of the following areas:
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