At this practice, we strive to provide high-quality care to all our patients. Missed appointments, also known as “Did Not Attend” (DNA), have significant consequences not only for the patient who misses the appointment but also for other patients and the practice.

Patient Responsibility: Patients are encouraged to communicate with the practice when they are aware of anything which may affect their ability to attend an appointment.

Effects of DNA’s: The effect of DNAs on our patients and the practice include:

• Limited Appointment availability and,
• An increase in the waiting time for future appointments
• Denying another person the opportunity to be seen by a healthcare professional, potentially delaying necessary care.
• Wasting limited primary care resources

By working with our patients and reducing the number of DNAs, our practice will:

• Improve patient experiences with booking appointments.
• Enable more effective booking.
• Allow efficient running of clinics.

Missed Appointment [DNA] Policy.

1st DNA: Where this is the first occasion, a code will be added to the patient’s medical records, and the patient will be contacted by text message / letter to inform of missed appointment.

2nd DNA: On the second occasion, the patient will be contacted by the Practice via SMS and letter, advised of their second missed appointment, and warned that a further missed appointment within the next 6 months may result in the patient being asked to find another GP surgery.

3rd DNA: Where a third DNA has occurred, a final text message will be sent. There will also be a letter sent out informing the patient that due to repeated missed appointments, they will be removed from the practice list*. They will have 8 days to find an alternative GP surgery. The letter will also provide details on how to register with a new GP practice.

Exceptional circumstances: It is understood there may be extenuating circumstances as to why the patient has not attended their appointment. Therefore, missed appointments will be investigated to determine the reason of non- attendance.

Clinical Judgement:  *Clinical judgement will be applied before any decision is made to remove a patient from the practice list. We are committed to ensuring that vulnerable patients are not unfairly penalised under this policy.

Help us to help you!

If you cannot attend or no longer need an appointment, please ring us in advance – ideally 24 hours before the scheduled appointment, or as soon as you realise.

The Practice understands that appointments can be forgotten about.  However, each patient receives a text message reminder 24 hours before the appointment. If you are not receiving these please check with Reception to make sure we have the correct contact details for you.

You can also cancel appointments by using the appointments service on the NHS App or by visiting reception to advise that you no longer need your booked appointment.

Click here to read and downloaded our COVID-19 Privacy notice

Click here to download our patient privacy notice

There is a new Central NHS Computer System called the Summary Care Record (SCR). It is an electronic record which contains information about the medicines you take, allergies you suffer from and any bad reactions to medicines you have had.

The Care Quality Commission (CQC) are the independent regulator of health and adult social care in England.

The CQC make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage them to improve.

They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and publish what is found, including performance ratings to help people choose care.

Our GP Practice has recently undergone a CQC inspection and the results are now freely available on the CQC Website.  You can access the report below

View Report

Practice Complaints Procedure
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

How do I make a complaint?
We operate an in-house complaints procedure and welcome the opportunity to deal with comments, complaints or compliments you may have about our services. In the first instance please contact Tracey Guthridge reception supervisor either by;
Telephoning on 01623 843521 OR
By writing a letter marked ‘Private and Confidential’ to:
The Complaints Manager
Meden Medical Services
Warsop Primary Care Centre
Church Street
Warsop
Mansfield
NG20 0BP

If you are complaining on behalf of someone else, the practice needs to know that you have
their permission to do so.

What Happens Next?
The complaint will be acknowledged within 3 working days. The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process. Some complaints may take longer to address but you will be informed of a response time. If this cannot be met, the practice will keep you informed. Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences. How do I complain to someone Independent? GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House
Sir John Robinson Way
Arnold
Nottingham
NG5 6DA
Tel: 0115 8839570
Email: nnicb-nn.patientexperience@nhs.net

If you would like further information please follow the link to the ICB website:

Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
However, please note, patients cannot raise the same complaint with the practice and ICB

Is there a time limit?
A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem. Please remember, the quicker you complain, the easier it will be to investigate the facts.

If you are not satisfied with the outcome?
You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.

For more information see their website www.ombudsman.org.uk

Other useful contacts
POhWER, NHS Complaints Advocacy, on 0300 456 2370. For more information see their
website www.pohwer.net

Complaints leaflet

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  .

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.

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.