Comments And Suggestions
We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing at reception or use our suggestions box.
Manor Road Surgery, its GP’s and staff, always tries to provide the best possible service, however there may be times when a patient or a patient’s representative feels this has not happened. The following information explains our complaints procedure. This procedure is not able to deal with questions of legal liability or compensation. If this procedure is used it will not affect the patient’s or the patient’s representative’s right to complain to NHS England or any other appropriate body.
First level resolution
The NHS Complaints procedure includes complaints made by a person about any matter connected with the provision of NHS Services by this practice. Local resolution at practice level aims to resolve complaints quickly as close to the source of the complaint as possible.
- Any patient or person affected or likely to be affected by the actions or decisions of the practice can make a complaint. A complaint can also be made by someone acting on behalf of the patient or person but only with his or her written consent. (In circumstances where the patient is unable to complain due to a medical condition, a doctor will determine the extent to which it is appropriate for written consent to be absent.)
- A complaint can be made directly to the Practice Manager or to NHS England.
|Contact details for the Practice Manager:
Ms Julie Tullett
14 manor Road
If you are unable to put your complaint in writing, please contact Julie Tullett on 020 8650 0957
|Contact details for NHS England:
Customer Contact Centre
PO BOX 16738
Phone: 0300 311 22 33
3. The practice manager will acknowledge receipt of the complaint within 2 working days.
4. The practice manager will investigate the complaint, which will include discussion with all persons involved. A written report on the investigation will be sent to the complainant or the complainant’s representative within 2 weeks. In addition the complainant will be given the opportunity to discuss the report findings at a meeting.
5. Issues raised by patients will be routinely discussed at Practice Meetings where possible
6. Complaint records will be kept in a separate file and not in the patient’s notes.
7. An Annual Review of patient complaints will be done to identify learning points and introduce any changes, if appropriate. Discussion will take place at all appropriate staff levels in the practice.
Resolution at other levels
Ombudsman. If the patient or the patient’s representative is unhappy with the response from NHS England or the practice, a request can be made to the Parliamentary and Health Service Ombudsman for an “Independent Review” of the case. The ombudsman can be contacted at: –
Parliamentary & Health Service Ombudsman
Telephone: 0345 015 4033
We ask for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multidisciplinary team it is sometimes necessary that medical information about you is shared between members of the team.
Disabled access is via the main entrance in Manor Road, where a mobile ramp can be placed at the front door. Please let the surgery know in advance if you need the ramp.
Manor Road Surgery works hard to provide the public and patients with clear and accurate information relating to how their personal information is used by the organisation and publishes Privacy Notices on this website to inform service users of these.
These Privacy Notices help us to ensure that the use of your data is Fair, Lawful and Transparent inline with our organisational responsibilities under Data Protection Law. Each notice provides a clear explanation of
- the purpose for processing your data
- the contact details for us and our Data Protection Officer
- the lawful basis for processing your data
- who your data may be shared with
- your rights to object to the processing of your data
- your rights to access your personal data and where appropriate to have it corrected
- how long your data will be kept for
- your right to complain to the Information Commissioner’s Office about how your data is processed
The Privacy Notices are designed to be concise, clear and intelligible. However, we would always welcome your questions regarding the use of your if you feel this does not provide you with enough information or you would prefer any of the notices to be explained to you.
GP Average Earnings
The average pay for GP’s working in Manor Road Surgery in the last financial year was £124,875 before tax and national insurance. This for 3 full time GPs, 0 part time GPs and 0 locum GPs who worked in the practice for more than 6 months
Please tell the receptionist if you wish to see a particular doctor. Otherwise you will be offered the first available appointment with any of the doctors. We will always try and accommodate you but it may sometimes be necessary to wait if you wish to see a particular doctor.
Our Responsibilities To You
We are committed to providing the best possible service.
You will be treated as an individual and will be given courtesy and respect at all times.
We will endeavour to keep to your appointment time. If there is likely to be a substantial delay for any reason, you will be given an explanation. Hospital referrals will be made promptly, and if a doctor feels that you need a second opinion, then they will arrange this.
You will have access to a doctor rapidly in case of an emergency.
Home visits will be made when requested, if a doctor feels you are not well enough to attend the surgery. The final decision rests with the doctor.
You have a right to information about your own health, and steps that can be taken to promote good health and avoid illness. You have a right to see your medical records subject to the limitations of the law.
How You Can Help Us
Help us to help you. Keep abreast of developments by making regular visits to this site and reading our information booklet. That will help you get the best out of the services we offer.
Please let us know if you change your name, address or telephone number.
Let us know if you are unable to keep an appointment, so that it may be offered to someone else. Please arrive on time for your appointment, otherwise all the patients after you are kept waiting. The doctor reserves the right not see you if you are more than 20 minutes late.
Please ask for a visit only if it is truly necessary.
We ask that you treat all our practice staff with courtesy and respect.
You are responsible for your own health and the health of your children. Please follow the professional help and advice given by the practice.
Freedom Of Information Act
This practice complies with the Freedom of Information Act. You may request information in writing, allowing three working days for replies. An administrative charge may be made for this.
Access To Patient Information
Your medical records are confidential. You have the right to access them in accordance with the Access to Records Act 1990. Your signed consent is required to disclose information to third parties. The only exceptions are the provision of information when making a referral to another doctor, or disclosure required by statute.
- General Practice Transparency Notice for GPES Data for Pandemic Planning and Research (COVID-19)
- Patient Communication Preferences Leaflet 3.8.2018.docx
- Privacy Notice – Patient Communications
- Privacy Notices – Direct Care – Emergencies
- Privacy Notice – Direct Care
- Privacy Notice – Public Health
- Privacy Notice – National Screening Programmes
- Privacy Notice – Risk Stratification
- Privacy Notice – NHS Digital
- Privacy Notice – Safeguarding
- Privacy Notice – Payments
- Privacy Notice – CQC
Type 1 Opt-out and National Data Opt-out
This practice is supporting vital health and care planning and research by sharing your data with NHS Digital. For more information about this see the GP Practice Privacy Notice for General Practice Data for Planning and Research.
This collection will start on 1 September 2021
If you do not want your data to be shared with NHS Digital please register your Type 1 Opt-out with your GP practice by 25 August 2021.
What data is shared:
Data may be shared from the GP medical records about:
- any living patient registered at a GP practice in England when the collection started – this includes children and adults
- any patient who died after 1 July 2021, and was previously registered at a GP practice in England when the data collection started
NHS Digital will not collect patients’ names or addresses. Any other data that could directly identify patients (such as NHS Number, date of birth, full postcode) is replaced with unique codes which are produced by de-identification software before the data is shared with NHS Digital.
This process is called pseudonymisation and means that patients will not be identified directly in the data. NHS Digital will be able to use the software to convert the unique codes back to data that could directly identify patients in certain circumstances, and where there is a valid legal reason.
These opt-outs are different and they are explained in more detail below. Your individual care will not be affected if you opt-out using either option (or both).
A Type 1 opt out has to be registered by your Practice; please let us know if you want to register a type 1 opt out.
A National Opt out can be done without contacting your practice, at www.nhs.uk/your-nhs-data-matters/
Type 1 Opt-out (opting out of NHS Digital collecting your data)
NHSD will not collect data from GP practices about patients who have registered a Type 1 Opt-out with their practice. More information about Type 1 Opt-outs is in the GP Data for Planning and Research Transparency Notice, including a form that you can complete and send to your GP practice. Click here for the Type 1 Opt-out form (EXTERNAL LINK)
This collection will start on 1 September 2021 so if you do not want your data to be shared with NHS Digital, please register your Type 1 Opt-out with your GP practice by 25 August 2021.
If you register a Type 1 Opt-out after this collection has started, no more of your data will be shared with NHSD. They will however still hold the patient data which was shared before you registered the Type 1 Opt-out.
If you do not want NHS Digital to share your identifiable patient data with anyone else for purposes beyond your own care, then you can also register a National Data Opt-out.
National Data Opt-out (opting out of NHS Digital sharing your data with other organizations)
NHSD will collect data from GP medical records about patients who have registered a National Data Opt-out. The National Data Opt-out applies to identifiable patient data about your health, which is called confidential patient information.
NHS Digital won’t share any confidential patient information about you – this includes GP data, or other information, such as hospital data – with other organisations, unless there is an exemption to this.
To find out more information and how to register a National Data Opt-Out, please read NHSD GP Data for Planning and Research Transparency Notice.
We are pleased that incidents of unacceptable behaviour in the surgery are rare. We treat our patients with courtesy and respect and ask the same in return. We ask that you treat your GP and all other Practice Staff courteously. It is important that our Surgery is always a safe place to work and visit. Any behaviour verbal or physical which causes staff to feel uncomfortable, embarrassed or threatened, is totally unacceptable.
As an employer, the practice has a duty of care for the health, safety and wellbeing of its staff. The practice also has a legal responsibility to provide a safe and secure working environment for staff. Staff mental health is as important as their physical health.
Practice staff will always work with patients to resolve difficulties when they arise. This process is helped by a positive and calm manner from both the patient and staff member. If the patient displays hostile behaviour or an angry attitude this can make staff and other patients feel threatened. This can be either face to face, during a telephone conversation, via email or written communication on posted on social media platforms.
The practice follows the NHS guidance concerning Zero Tolerance.
Any incident in which an employee is abused, threatened or assaulted in circumstances relating to their work is unacceptable and not tolerated.
This includes the serious or persistent use of verbal abuse, aggressive tone and/or language and swearing/foul language.
Staff should not be left upset and distressed following an interaction with a patient.
All instances of actual physical abuse or threatening behaviour on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.
We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs. Any alteration of prescriptions is illegal and will not be tolerated.
The General Medical Council states In Good Medical Practice that: “In rare circumstances, the trust between you (the Practice) and a patient may break down, and you may find it necessary to end the professional relationship. For example, this may occur if a patient has been violent to you or a colleague, has stolen from the premises, or has persistently acted inconsiderately or unreasonably.”
This includes unnecessarily persistent or unrealistic service demands that cause disruption.
Examples of this include, but are not limited to:
- Demanding to only speak to a specific team member
- Refusing appointments with an appropriate clinician for the presenting care need i.e. insisting on a GP appointment when seeing a pharmacist or nurse prescriber is most appropriate or refusing to see an available GP for your presenting care need when your preferred GP is unavailable
- Refusing to access the service in the appropriate manner i.e. sending emails/texts instead of using the NHS Digital approved digital consultation service
- Demanding a same day appointment for a routine clinical need – this deprives access to urgent care services for those who genuinely need it
- Contacting individuals directly via social media or personal email instead of through the practice contact channels
The practice has a finite number of available appointments and you may be directed to a clinician who is not a GP, or your preferred GP, but who is appropriately qualified to manage the presenting care need. We provide a named GP service but we cannot always accommodate requests to speak to the same GP due to high patient demand for appointments.
If you are seriously unhappy with the quality of service you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient breaches this policy, we have the right to remove the patient from our Practice list.
Examples of Unacceptable Standards of Behaviour
In exceptional circumstances, a breakdown may occur between a doctor and their patient. If the breakdown is of a serious nature e.g. serious physical or verbal abuse to any member of the practice team, the doctors may feel that the doctor/patient relationship has been compromised. Steps may be taken to have the patient removed immediately from the practice list. Where possible, conciliation would always be the preferred route. Reasons for removal will be given in writing.
Where we deem an incident is not serious enough to warrant immediate removal, we will issue a first and final warning.
You will be removed from our patient list immediately when we have needed police assistance or have made a report to the police.
The following are example of when you may be issued with a first and final warning or removed from our patient list dependent on the severity of the incident.
- Excessive noise e.g. recurrent loud or intrusive conversation or shouting.
- Threatening or abusive language involving swearing or offensive remarks.
- Racial or sexual remarks.
- Aggressive, forceful tone and/or language that upsets staff.
- Malicious allegations relating to members of staff, other patients or visitors.
- Offensive gestures or behaviours.
- Abusing alcohol or drugs on practice premises.
- Drug dealing on practice premises.
- Wilful damage to practice property.
- Threats or threatening behaviour.
- Persistent and/or unrealistic demands on the service
- Repeated derogatory comments about the practice or individuals either verbally, in writing/digitally or on social media platforms
- Not engaging with the staff positively
- Being pushy or trying to intimidate staff
This list is not exhaustive and there may be other occasions where we have cause to issue a warning or remove you from our patient list. If you are unhappy with the practice we have a complaints procedure to assist you or you have the choice to register with another practice – there really is no need for unpleasant behaviour with these options available to support you.
This policy applies throughout premises, including any car park and grounds. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice.
The policy includes patient’s representatives displaying unacceptable behaviour and in extreme circumstances the practice will ask the patient to nominate a new representative to speak on their behalf.
Patients will be warned if their behaviour is unacceptable and asked to stop.
- Where patients do not comply they will receive a FIRST BEHAVIOUR WARNING
- Where patient’s behaviour is unacceptable on a subsequent occasion, they will receive a FINAL BEHAVIOUR WARNING.
- Any further display of unacceptable behaviour will result in REMOVAL from the practice list.
We trust this policy is clear and supports a mutually respectful environment for patients and staff.