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In House Complaints Procedure

Occasionally things do not go as smoothly as we would like.  This is often due to matters beyond our control, such as emergencies.

If you have any problems with the service provided or any suggestions for improvements, please make these known in person or in writing to the Practice Manager.  Alternatively, do use the suggestion box situated at the turn of the stairs.  Compliments are very welcome too!   The Patient Advice and Liaison Service (PALS) is available to provide support and help with concerns.  The service is based at Richmond CCG:

Contact Richmond CCG
Civic Centre
44 York Street
Telephone: 020 8734 3001
Email: [email protected]

The complaints procedure should ensure all complaints are dealt with swiftly and fairly and hopefully to the satisfaction of all concerned.

Thank you for helping your surgery provide a better service!

We ask you for information about yourself so that you can receive the best possible care and treatment.  We keep this information, together with details of your care, to ensure that your Doctor or Nurse has accurate and up to date information, it also may be needed if we see you again. We only pass information on about you to people who have a genuine need for it. Whenever we can we shall remove details that identify you as an individual. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. If at any time you would like to know more about how we use your information you can speak to Mr David Moore (Practice Manager).

For further information please refer to the leaflets held in Reception entitled ‘Your records are safe with us’.

Policy on Violent or Abusive Patients

This Practice adopts a ZERO TOLERANCE approach to violence and aggression.  Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice.  This includes people banging on desks or counters or shouting loudly in an intimidating manner.

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed, immediately if necessary, from our list of patients.

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.