Compliments, Complaints and Comments
In this Practice we operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our Office Manager, Helen Allman-Williams is the 1st contact for dealing with any problems you may have with any of our services. You can also email in to the Practice Manager on elms.medicalcentre@nhs.net
The Elms Medical Practice is always looking for ways to improve the services it offers to patients and to do this effectively the Practice needs to know what you think about the services you receive. If you have a complaint about the service you receive from any member of staff working in the Practice, please let us know. The Practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our system meets national criteria. Your complaint will be acknowledged within three working days and a response to your complaint will be within 25 working days.
Compliments,Complaints & Comments Form
Zero Tolerance
This Practice supports the government’s ‘Zero Tolerance‘ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.
In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:
- Using bad language or swearing at practice staff
- Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving
- Verbal abuse towards the staff in any form including verbally insulting the staff
- Racial abuse and sexual harassment will not be tolerated within this practice
- Persistent or unrealistic demands that cause stress to staff will not be accepted. Requests will be met wherever possible and explanations given when they cannot
- Causing damage/stealing from the Practice's premises, staff or patients
- Obtaining drugs and/or medical services fraudulently
We ask you to treat your GPs and their staff courteously at all times.
Aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted. Removing patients is always a last resort for the Practice.