Suggestions & Complaints

If you have any concerns or suggestions as to how we may improve the service we offer, or you wish to make a complaint please bring it to the attention of the Practice Manager, Sue Saunders, who may be contacted by telephone on 01604 790108 or by letter.

We would also appreciate feedback when you feel we have done something well.

If you wish to make a complaint but do not wish to speak to the surgery first, please contact the Primary Care Trust on 01604 651100.

Your Rights and Responsibilities

As part of our service to you we always try to treat with you courtesy and we try to offer appointments that are convenient for you. In return we ask that you treat us with courtesy and to keep appointments made for you, or you cancel them so another patient may use the appointment time.

We do not tolerate violence or abusiveness towards our staff and will not hesitate to call the police if violence occurs. Patients acting in this manner will be immediately removed from the practice list.

Your Health Information

Data Protection

We regard the information we hold about our patients as confidential whether it is held in paper or electronic format. This information is not disclosed to a third party without consent from the patient. Test results and details about appointments are also considered to be confidential and will only be given to the patient unless the patient is under 16 years of age when they may be given to the responsible adult.

All Patients have the right to access their own medical records, but this must be requested in writing to the practice manager. An appointment is then made with a GP so that the patient is able to ask questions if necessary.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

Disabled Access

There is a designated parking space for patients with a disability at the front of the building. Entry into the building is then through the main door, on the same level as the parking space. The door may be opened by push button control. If you need additional help please contact reception for assistance.

A hearing loop is installed in the waiting area and portable hearing loops are available for use during your consultation. Please ask at reception or mention it when you are called in for your appointment. 

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Car Parking 

We have a car park at the surgery, but space is very limited and we would therefore ask anyone attending the surgery who is able to walk to do so. We would also ask that everyone parks considerately. Please do not use the car park at Chappell House and please be considerate to our neighbours when parking your car.