Practice Polices & Service Information

This section lists some of the most important Practice Policies. It is not practical to list all of the Practice policies on this website but please speak to our Practice Manager if you require details of our other policies.


Aims and Objectives

The aims and objectives of Gravel Hill Surgery are:

  • To provide safe, high quality and up to date medical care in order to prevent and treat ill health and to improve the wellbeing of our patients.
  • To provide an honest, professional and efficient service which is responsive to the needs of our patient population.
  • To provide appropriate care and treatment and involve patients in decision making about their care and treatment.
  • For a Duty Doctor to be available daily for urgent appointments and advice.
  • To provide a home visit service where appropriate.
  • To provide repeat prescriptions within 72 hours.
  • To promptly investigate any complaints.
  • We provide information about our services in our practice leaflet and on our website.
  • We aim to ensure a high quality, safe and effective environment.
  • We respect our patients’ rights of confidentiality and access to their medical records.
  • We encourage patients to join our Patient Participation Group and to complete Friends and Family Feedback so we can continually strive to improve the service we offer.

Chaperones

The practice is committed to providing a safe and comfortable environment where patients and staff are confident that best practice is being followed.  

Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone.  

The practice will endeavour to provide a formally trained chaperone upon request, but patients would help us by requesting a chaperone when booking an appointment where a chaperone is required. This may mean rescheduling appointments in order to meet this need.

A doctor, nurse or other health care professional may also require a chaperone to be present for certain consultations.

Complaint Procedure

It is important to let us know if you are unhappy with your care or the service you have received so we have an opportunity to resolve it. We do have the NHS Friends and Family test available to give feedback or you can speak with a member of staff. 

If you feel you would like to make a complaint, or discuss your feedback in more detail, please contact our Practice Manager Sarah Ness on 01902 893375, and she will advise you on the steps to take. 

Our policy is to acknowledge the receipt of a complaint within three working days and to seek to resolve any concerns within 28 working days. You will be advised if more time is needed. Please note that this procedure does not deal with matters of legal liability or compensation.

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.

Please download our separate Complaint form (also available at Reception) to provide the practice with details of your complaint as this will ensure that we have enough information to begin our investigations. We hope that if you have a problem, you will use our practice Feedback & Complaints procedure as this gives us an opportunity to improve our practice.

If you are dissatisfied with the result of our investigation you can refer your complaint to:

Primary care complaints
NHS England
PO Box 16738
Redditch
B97 9PT

Email: england.contactus@remove-this.nhs.net

Phone: 0300 311 22 33

OR

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

www.ombudsman.org.uk

To find the contact details for your local Healthwatch, see www.healthwatch.co.uk  or call Healthwatch England on 03000 683 000

Freedom of Information Act

Information relevant to our surgery under the freedom of information act can be obtained by contacting the Practice Manager

Removal From Practice List

Very rarely the Practice finds it necessary to remove a patient from the Practice List. This is usually on the recommendation of the BMA and RCGP. Should this occur, you will receive a letter stating clearly why you are being removed and with instructions on how you may register with another Doctor in the area. You can also contact South East Staffordshire and Seisdon Peninsula CCG on 01827 306148.

Zero Tolerance to Violence Policy

All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.