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Complaints and Violence Policy

Complaints

Customer service formWe make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception or in the following links: Complaints Policy Patient Info 0312.doc  PATIENT COMPLAINT FORM.doc

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

The Medical Research Council

The Medical Research Council is a government-funded organisation, which supports high quality research with the aim of maintaining and promoting human health.

The practice is a member of the Medical Research Council's General Practice Research Framework - a national group of general practices interested in research on many topics including prevention of heart disease, long-term use of hormone replacement therapy (HRT), low back pain, asthma, diabetes and assessment of elderly people.

If the practice takes part in a study we might like to pass your name, address and age, as recorded on our practice computer, to the Medical Research Council. If we do, the information will remain confidential and be used only to choose a sample of patients whom we would then contact to ask whether they would consider helping with some research.

If we contacted you, you would be free to refuse to help without your medical care being affected. To choose the best sample it is important that we are able to pass everyone's details to the Medical Research Council. However, you are free to refuse permission for us to pass on your details and if you wish to do so please see one of the doctors.



 
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