COMMENTS AND SUGGESTIONS

Our aim is to provide our patients with the best possible care within the resources available to us and to deal with any problems as quickly and efficiently as possible. Patients wishing to make constructive or critical comments on the services provided by the Practice should speak to our Practice Manager, Mrs Anita McCreesh.

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COMPLAINTS PROCEDURE

We endeavour to give you the best service possible at all times. However, there may be occasions when you wish to express dissatisfaction. We operate an informal, in-house complaints procedure to deal with complaints about the service you have received from the Doctors or staff working in this Practice.

This procedure does not deal with matters of legal liability or compensation but we hope you will use it to give us the opportunity to investigate and, if necessary, correct any problems that may have arisen or mistakes that may have been made. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.  This procedure does not affect your right to make a formal complaint to the Health & Social Care Trust (Southern Office), if you wish, nor does it affect your right to compensation in law.

Your complaint should be addressed to Mrs Anita McCreesh, Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible. Please note that the Practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.

In the event of you wishing to make a complaint against the Out of Hours Service (SAUCS), your complaint should be forwarded in writing directly to:

Southern Health & Social Care Trust Central Reporting Point for Complaints

Ground Floor
The Maples
Craigavon Area Hospital
68 Lurgan Road
Portadown
Co Armagh
BT63 5QQ

As a patient you have the right to

• Be treated as an individual and will be given courtesy and respect at all times.
• Respect for religious and cultural beliefs will be honoured.
• Be offered a health check on joining the Practice.
• Receive health care on the basis of clinical need regardless of ability to pay.
• Be given a clear explanation of any treatment proposed, including any visits and any alternatives, before you decide whether you will agree to treatment.
• Have appropriate drugs and medicines prescribed. Be referred to a Consultant acceptable to you when the GP thinks it is necessary to be referred for a second opinion, if you and the GP agree this is desirable.
• Have access to your medical records, subject to any limitations in the law, and know that those working for the NHS are under legal duty to keep the contents confidential.
• Be given detailed information about local family Doctor services through your Health Trust’s local directory.
• Receive a copy of the practice booklet, setting out the services provided.
• Receive a full and prompt reply to any complaints about the services provided by the Practice.

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HELP US TO HELP YOU

As a patient of this practice we expect you to:

• Attend for all appointments, on the correct date and at the correct time. If it is not possible, please inform reception as soon as possible.
• Treat the Doctors and practice staff with courtesy.
• Make more than one appointment if more than one person needs to be seen.
• Be prepared to make further appointments if you have numerous or complicated problems.
• Be patient if appointment times are running late – please remember it may be you who needs extra time on another occasion.
• Ask for a home visit only if illness prevents you attending the surgery – children can usually be brought safely to the surgery.
• Be prepared to see another Doctor in the Practice when your own Doctor is unavailable.
• Contact the Doctor out of surgery hours only in the case of an emergency which cannot wait until the next working day.
• You are responsible for your own health and that of your children. Please take the advice given to you at the Practice.
• Let us know immediately if you change your name or address and remember to give your telephone number and postcode.
• The first hour of the morning can be extremely busy. Please keep telephone calls brief. If possible, leave routine calls until later in the day.
• Please read the rest of  the practice booklet to get the best out of the services available.
• Plan ahead when ordering repeat prescriptions and always use the dedicated repeat prescription line telephone number (028) 87 729749 this line is open Monday to Friday between 9.00am and 11.00am and between 2.00pm and 4.00pm. This number leaves the other lines free for emergencies, appointments and enquiries.
• Carefully follow the treatment prescribed by your Doctor.
• If you wish to make constructive comments, suggestions or criticism, please contact the Practice Manager.