Suggestions & Complaints

The Practice has a complaint’s procedure, which ensures that all complaints are dealt with swiftly and effectively.

1. If you wish to make a complaint, please write to our Office Manager, who will decide how best to undertake the investigation. 
2. You can normally expect to receive a response within two days. Occasionally if we have to make many enquiries it may take a little longer, but we will keep you informed. 
3. We will try to address your concerns fully, provide you with an explanation and discuss any action that may be required. We hope you will feel satisfied that we have dealt with the matter thoroughly. However if you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you. 
4. Our Practice is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and if necessary, put right any problems you have identified.
5. We have to respect our duty of confidentiality to patients. A patient’s consent will be required if a complaint is not made by that patient in person

Complaints procedure – Out of Hours GP’s – Mastercall

If you have a complaint or concern with regards to the Out of Hours Gp’s (Mastercall) please contact:-
Sandra Jones

The Complaints Manager,
Mastercall Service Ltd
226-228 Wellington Road Soiyuth 
Stockport
SK2 6NW
Tel No:- 0161 476.7001

If you remain dissatisfied you may telephone or write to:

Customer Care and Experience Team

Trafford PCT 
Oakland House
Talbot Road
Manchester ,, M16 0PQ
Telephone No:- 0161 873 9634

The Parliamentary and Health Service Ombudsman 
Millbank Tower
Millbank,  London
SW1P 4QP
Tel: 0345 0154033 or http://www.ombudsman.org.uk

Improving Standards

We are continually reviewing our procedures and trying to improve standards. You can also play your part in helping us to provide an efficient service to you by:

You can help by letting us know when our standards are not to your satisfaction. The Practice welcomes any advice or suggestions for the improvement of services, please ask to speak to reception or write to the practice manager

PRACTICE PATIENTS’ CHARTER

We will 

• Provide immediately necessary treatment & routine care to our registered patients within our Practice area.
• Refer you to a a specialist or second opinion if we feel it is in your best interests
• Be prepared to give an explanation of any proposed treatment.
• Give access to your health records, if appropriate as stipulated by law.
• Ensure that our staff maintains strict confidentiality of those records.
• Ask you before your consultation whether you object to the presence of any student undergoing training.
• Ask prior to consultation consent to video consultation for training purposes.
• Respect your cultural and religious beliefs and your right of privacy and dignity.
• Be sure you know whom you are dealing with.
• Treat you with courtesy and respect. We in turn expect the same from our patients.

Patients being violent or abusive to the doctors or staff will be removed from our Practice list.

Patients Responsibilities

• Courtesy to staff at all times - remember they are working under doctors' orders.
• Responding in a positive way to questions asked by the reception staff.
• To attend appointments on time or give the practice adequate notice that they wish to cancel.  Someone else could use your appointment ! .
• An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the Medical records can be made available.
• patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.
• When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.
• Out of hours calls (eg evening, nights & weekends) should only be requested if they are felt to be truly necessary.