In Person:
The Surgery is
open from 8.30 until 18.30 Monday to Friday (closed for lunch between 12.30 and
13.30)
Telephone:
01424 772263 Visit Requests & Emergencies only
01424 772060 Appointments and Enquiries
The Surgery phones are answered by our reception team from 08:30 to 18:30
Mondays to Fridays.
Fax:
01424 775569 (Not for repeat prescriptions)
Suggestions and Complaints:
If
you have a complaint or concern about the service you have received from the
doctors or any of the staff working in this practice, please let us know. We
operate a practice complaints procedure as part of a NHS system for dealing with
complaints. Our complaints system meets national criteria.
How to
complain
We hope that
most problems can be sorted out easily and quickly, often at the time they arise
and with the person concerned. If your problem cannot be sorted out in this way
and you wish to make a complaint, we would like you to let us know as soon as
possible – ideally within a matter of days or at the most a few weeks- because
this will enable us to establish what happened more easily. If it is not
possible to do that, please let us have details of your complaint:
Complaints should be addressed to Mrs J Letchford or any of the doctors.
Alternatively, you may ask for an appointment with Mrs Letchford in order to
discuss your concerns. She will explain the complaints procedure to you and
will make sure that your concerns are dealt with promptly. It will be a great
help if you
are as specific as possible about your complaint.
What
we shall do
We shall
acknowledge your complaint within two working days and aim to have looked into
your complaint within ten working days of the date when you raised it with us.
We shall then be in a position to offer you an explanation or a meeting with the
people involved. When we look into your complaint, we aim to:
Complaining
on behalf of someone else
Please note
that we keep strictly to the rules of medical confidentiality. If you are
complaining on behalf of someone else, we have to know that you have their
permission to do so. A note signed by the person concerned will be needed,
unless they are incapable (because of illness) of providing this.
Complaining to the Primary Care Trust
We hope that,
if you have a problem, you will use our practice complaints procedure. We
believe this will give us the best chance of putting right whatever has gone
wrong and an opportunity to improve our practice. But this does not affect your
right to approach the Primary Care Trust, if you feel you cannot raise your
complaint with us or you are dissatisfied with the result of out investigation.
You should contact:
The Patient Advice and Liaison Service
Hastings and Rother PCT
Bexhill Hospital
Holliers Hill
Bexhill-on-Sea
TN40 2DZ
Telephone: 01424 735600
Rights &
Responsibilities of Patients (Patients' Charter)
We will always try to treat you courteously, professionally
and to the best of our ability, regardless of who you are, but in order to
deliver a good service we require patients to behave responsibly.
-
We will try and
offer you an appointment at a time that suits you with your preferred GP or
Nurse, but this is not always possible, and if you feel you need to be seen
urgently you should tell our reception team.
-
If you are unable
to attend an appointment you have made, let us know as soon as possible so that
we can offer it to some one else. If you have made an appointment for a
telephone consultation, make sure the line is free at the expected time.
-
Visits are rarely
needed for patients who are not very elderly, disabled or terminally ill. It is
your job to come to the Surgery, even if it means getting a friend or taxi to
bring you, not our job to come to you.
