Our Seven Core Values
For more information visit http://www.suffolkprimarycare.co.uk/contact/your-information
Over 400 of our patients are still failing to attend or cancel their appointments each month. Whilst some patients do telephone the Practice to cancel, this is often done within minutes of the consultation start time and is therefore too late for the appointment to be offered to someone else. With an ever-increasing demand from patients for an appointment, the Practice has implemented a policy regarding missed appointments, for the overall benefit of all our patients.
Triggers for action:
Patients should be aware that failure to cancel an appointment at least 30 minutes prior to the appointment time will be recorded as a missed appointment for the purposes of this policy, on the basis that the appointment can’t be readily offered to another patient and is therefore a ‘wasted’ appointment. Please note that same day cancellation of appointments should be made in person or by telephone, and not by email.
Occasionally things do not go as smoothly as we would like. If you have a complaint or suggestion please ask for one of our Complaints Procedure leaflets at reception. Or, alternatively, ask to speak to our Practice Business Manager, Gill Lewis who is responsible for dealing with patient complaints.
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 - https://www.ombudsman.org.uk/making-complaint
Tel: 0345 015 4033 between 8.30am and 5.30pm
Write: Millbank Tower, Millbank, London SW1P 4QP
Send a text to their 'call back' service: 07624 813 005, with your name and mobile number
You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.
The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle. We would respectfully ask that you:
As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy.
Any form of violence or abuse against our staff will not be tolerated.
Violence against a person is a crime and we will press for the maximum possible penalty for anyone who commits an assault against our staff.
We operate a policy of withholding treatment, as appropriate, from violent and abusive patients.
This policy covers the Practice's approach to consent and the way in which the principles of consent will be put into practice. It is not a detailed legal or procedural resource due to the complexity and nature of the issues surrounding consent.
Where possible, a clinician must be satisfied that a patient understands and consents to a proposed treatment, immunisation or investigation. This will include the nature, purpose, and risks of the procedure, if necessary by the use of drawings, interpreters, videos or other means to ensure that the patient understands, and has enough information to give ‘Informed Consent’.
Implied consent will be assumed for many routine physical contacts with patients. Where implied consent is to be assumed by the clinician, in all cases, the following will apply:
Expressed consent (written or verbal) will be obtained for any procedure which carries a risk that the patient is likely to consider as being substantial. A note will be made in the medical record detailing the discussion about the consent and the risks. A Consent Form may be used for the patient to express consent.
Child Protection Lead: Dr Charlotte Armour
This policy recognises that the welfare of children is paramount and that we have a duty of care when they are in our charge. We will do everything we can to provide a safe and caring environment whilst they attend our activities.
When there are concerns about the welfare of any young person, all adults in our surgery are expected to share their concerns and allegations with the responsible person for child protection matters.
The child protection lead is responsible for:
In cases of disclosure of abuse, either by children or parents, all are obliged to share the information with the child protection lead person and refer those concerns to Social Services.
All allegations regarding staff should be referred to the Child Protection Lead.
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