Dr
Shashikanth’s Practice is committed to providing the highest
standards of medical care. We believe the best way to achieve
this is by working together. To this end:
We will…
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Treat you
as an individual and give you courtesy, respect and
attention at all times.
-
Treat you
as a partner in the care and treatment you receive.
-
Following
discussion, provide you with the most appropriate care and
treatment given by our suitably qualified team.
-
Refer
you, where appropriate, to a consultant suitable to you for
hospital treatment or for a second opinion.
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Give you
full information about the services we offer, in particular
anything which affects your health and care.
-
Give you
access to your health records, subject to any limitation in
law, regarding them as strictly confidential.
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Respect
cultural differences
To help us to
help you we request you to…
-
Be polite
and courteous to healthcare professionals staff and other
patients
-
Give as
much information as you can about your past illnesses,
medication, hospital attendances and admissions, and
anything else which is relevant.
-
Keep your
appointments , arrive on time and tell us as soon as
possible if you cannot keep them.
-
Only
request a home visit if you or the patient is too ill to
come to the surgery and make requests for home visits before
10.00am.
-
Only ask
for a night visit or contact out of hours duty GP when it is
truly necessary.
-
Let us
know if our standards fall so that we can put things right.
-
Always
ask if you do not understand or are unsure about anything to
do with your treatment.
COMPLAINTS PROCEDURE
We always try to provide the best possible
service but there may be times when you feel that this has not
happened. The following information explains our in-house complaints
procedure.
Our procedure is not able to deal with
questions of legal liability or compensation. We hope you would use
it to allow us to look into and, if necessary, correct any problems
that you have identified, or mistakes that have been made. If you
use this procedure it will not affect your right to complain to
Health Care Commission.
Please note that we have to respect our
duty of confidentiality to patients and a patient’s consent
will be
necessary if a complaint is not made by the patient in person. If
you wish to make a complaint, please telephone or write to Mrs Marie Boulter who is the complaints manager. Full details will be taken and a decision made on
how best to undertake the investigation. We believe it is important
to deal with complaints swiftly and will respond to your complaint
within 10 working days whenever possible. We will try to address your
concerns, provide you with an explanation and discuss any actions
that may be necessary.
WHAT TO DO IF YOU ARE DISSATISFIED WITH THE
PRACTICE PROCEDURE
We hope you will use our practice complaints
procedure in the first instance. We believe this gives the best
chance of putting right whatever has gone wrong, and gives us the
best opportunity of improving the practice. If you feel you cannot
raise your complaint with us, or you are dissatisfied with the
result of our investigation, you have the right to ask the
Healthcare Commission to review your case. The Healthcare
Commission is an independent body established to promote
improvements in healthcare through the assessment of performance of
those who provide services. You can contact them on 0845 601
3012 or write to them at: Freepost NAT 18958,
Healthcare Commission Complaints Team, Oxford St, Manchester M1 9XZ.
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