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Practice Policies

Click here to view our Publication scheme

 

Accessibility

Our buildings are designed to enable access for less able people. Both sites are accessible to wheel chair users and have dedicated ‘disabled’ parking spaces.

The reception desks are fitted with induction loops for hearing aid uses and the reception staff receive regular training in helping patients with specific limitations make the most of our services. We always welcome constructive suggestions to improve access.  

Chaperone Policy

At Meden Medical Services we strive to provide compassionate healthcare in supportive and private surroundings. As a result we are able to offer a chaperone to any patient who wishes one. Doctors and Nurses will also routinely offer a chaperone for consultations of a sensitive nature or examinations involving exposure. For example genital, breast or rectal examination.

The decision of whom shall act as chaperone and whether or not a chaperone is appropriate can be reached by discussion with the relevant Doctor or Nurse. All staff members offered as a chaperone have received training in practice and are bound by the same confidentiality as our Doctors and Nurses.

Deciding whether or not to have chaperone and who the chaperone shall be will not affect the quality of care you are offered. Occasionally however, non-urgent examinations are rescheduled if an appropriate chaperone is unavailable.

Zero Tolerance

The practice will not tolerate any incident where a member of staff, or others are verbally abused, threatened or assaulted in any circumstance. Anyone deemed to have acted in an inappropriate manner will be removed from the practice list and reported to the NHS Safety Agency and Police  

Complaints

Complaints are an important measure of people’s satisfaction with our services and help us to improve our service delivery. Dr Allen and his team strive the bestservice possible within the resources available. however we do understand that at times things to go wrong.

We operate an in-house complaints procedure and welcme the opportunity to deal with comments, complaints or compliments you may have about our services. In the first instance please contact Tracey Guthridge reception supervisior either by;

Telephoning Warsop Surgery on 01623 843521 OR

By writing a letter marked ‘Private and Confidential’ to

The Complaints Manager

Meden Medical Services

Egmanton Road

Meden Vale

Mansfield

Nottinghamshire

NG20 9QN

 We will acknowledge all complaints within 3 working days. Will contact you within 3 weeks to discuss your complaint further. The Practice Manager investigates all complaints and will inform you of her findings within a mutually agreed timescale.

Time limit for making complaint:

Within 6 months of the incident that caused the problem

Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

Tracey Guthridge will discuss your concerns with you and agree on a course of action.

We will try to resolve the matters for you at this stage but if you are not satisfield and would like to take matters further, Tracey Guthridge will guide you through the next stage.

If you would prefer to talk to someone outside the practice please contact

Customer contact centre

NHS England

POBox 16738

Redditch

B97 9PT

Email: ENGLAND.CONTACTUS@NHS.NET

Tel : 0300 3112233

If the you are not satisfied with the way your complaint had been dealt with by the provider or commissioner, you can contact the Parliamentry & Health Service Ombudsman.

 

Email: PHSO.ENQUIRIES@OMBUDSMAN.ORG.UK

Tel: 0345 0154033

Parliamentry Health Service Ombudsmen,

Mill Bank Tower,

Mill Bank,

London.

SW10 4QP  

Patients or relatives will not be discriminated against if a complaint is made.

Our Complaints Policy ( Printable)

 



 
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