All organisations that provide NHS or adult social care must follow the Accessible Information Standard by law. The Accessible Information Standard aims to make sure that disabled people have access to information that they can understand and any communication support that they might need.
If you or your carer(s) have any communication/information needs relating to a disability, impairment or sensory loss. we will try to respond to those needs.
We want to get better at communicating with our patients. We want to make sure you can read and understand the information that we send you. If you find it hard to read our letters or if you need someone to support you at appointments, please let us know. We want to know if you need information in braille, large print or easy read. We want to know if you need a British Sign Language interpreter or advocate. We want to know if we can support you to lipread or use a hearing aid or communication tool. Please tell the receptionist when you arrive for your next appointment, or contact us on our surgery telephone number.
As part of the Accessible Information Standard, we will do five things:
- Ask you if you have any information or communication needs, and find out how to meet them.
- Record these needs in a set way.
- Highlight these needs in your file and clearly explain how they should be met.
- Share information about your needs with other NHS and social care providers if we have consent to do so.
- Make sure that you get information in an accessible way and can access any communication support if you need it.
If you have a concern or complaint with any aspect of our care, the following outlines our complaints process:
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please ask to speak to Thereza Forrester Head of Patient Services or her deputy Sharron Evans Head of Support Services. They will try to resolve the issue and offer you further advice on the complaints procedure.
If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days and preferably in writing. This will enable the practice to get a clear picture of the circumstances surrounding the complaint. If it is not possible to raise your complaint immediately, please let us have the details of your complaint within the following timescales:
Within 6 months of the incident that caused the problem
or within 6 months of discovering that you have a problem, provided this is within 12 months.
The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with a member of staff. When the practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint
- Make arrangements for you to discuss the problem, if you would like this
- Make sure you receive and apology, where this is appropriate
- Identify what the practice can do to make sure the problem does not happen again.
Please click on the link for more information on how Gnosall Surgery implements the NHS Constitution.
You have a right to expect a high standard of care from our practice and we will try at all times to provide the very best care possible. In order to assist us in this, we require that you take full responsibility for ensuring that you do not abuse the service.
Very occasionally a practice or patient relationship breaks down completely and in this situation a patient may choose to register with an alternative practice. The practice also has the right to remove that patient from their list. This would generally only follow a warning that had failed to remedy the situation and we would normally give the patient a specific reason (in writing) for the removal.
The NHS operates a Zero Tolerance Policy with regard to violence and abuse, the practice having the right to remove violent patients from the list with immediate effect in order to safeguard staff, patients and other persons attending the surgery.
Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety. In the event of an occurrence of this nature, we are obliged to notify the patient in writing of their removal from the list and record in the patient medical record the reason for the removal. The NHS Stafford and Surrounds Clinical Commissioning Group is then responsible for providing further medical care for such patients.