Stoke Road Surgery4 Stoke RoadBishops CleeveCheltenham, GL52 8RPTel: 01242 672007
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 by 1st January 2009.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can sometimes go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is the case, we hope to be able to resolve the matter as quickly, and as amicably, as possible.
If you wish to make a formal complaint please put your grievance in writing to our practice manager and he will arrange for your concerns to be addressed appropriately.
You have the right to raise your complaint with the NHS England National Call Centre if you would prefer not to raise it directly with the practice. Contact details for the Call Centre are; PO Box 16738, Redditch, B97 9PT. Tel: 0300 311 22 33 (Mon-Fri, 8:00am to 6:00pm, excluding Bank Holidays.
If the practice nor the Call Centre are able to fully resolve any issues you have, you can take your complaint to the NHS Ombudsman. Contact details are at the bottom of this page.
The Patient Advisory and Liaison Service (PALS) can help you with making your complaint. They can be contacted on Freephone 08000 151 548, on Land line 01452 566698 or by e-mail at firstname.lastname@example.org
Other organisations which can help with your complaint include; The Independent Complaints Advocacy Service (ICAS), the Citizens Advice Bureaux and the Care Quality Commission (CQC).
We continually strive to develop our service. Any helpful suggestions would be very much appreciated and a suggestion box is located in our reception area at the surgery.
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: email@example.com Write: Millbank Tower, Millbank, London SW1P 4QP.
You can download a copy of our complaints procedure quick guide by clicking on the following link Complaints Procedure
Also, you may wish to view the NHS Feedback and Complaints Procedure for further information.
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:
Freephone 0800 0 151 548
Landline 01452 566698
The term Advance Directive (AD) (sometimes known as a “Living Will”) means a statement explaining what medical treatment an individual would not want in the future, should that individual 'lack capacity' as defined by the Mental Capacity Act 2005.
The term 'Living Will', whilst helping people to understand the concept, is somewhat misleading in that, unlike a will, it does not deal with money or property. Moreover, it can relate to all future treatment, not just that which may be immediately life-saving.
An advance directive is legally binding and does not have to be written down (although the vast majority are), except in the case where the individual decides to refuse life-saving treatment.
Whilst the patient has ‘capacity’, their word overrides anything contained in their advance directive or anything their legal representative may say.
Click here to download our brief information guide.
Click here to download a blank Advance Directive form.
Click Here to view further information on some of the services the surgery has to offer or is developing for the near future. There is information on the following topics:
Please click this link to see the Fair Processing Notice which relates to how we share your data.
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