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.

Every patient that is registered at the practice is allocated a named GP. This GP is responsible for a patients overall care at the practice. If you wish to know who your allocated GP is then please do ask at reception.

If you would prefer that an alternative GP is your named allocated GP then please do let us know. If we are able to accommodate your request we will change this on your medical records.

Calls to and from the surgery are recorded and processed in accordance with the General Data Protection Regulation 2016 and the Data Protection Act 2018, calls are recorded for monitoring, training and dispute resolution purposes.

The purpose of call recording is to provide an exact record of the call which will:

• Protect the interests of both parties;
• Help improve Practice performance and best practice;
• Help protect Practice staff from abusive or nuisance calls;
• Establish the facts in the event of a complaint either by a patient or a member of staff and so assist in resolving it;
• Establish the facts and assist in the resolution of any medico-legal claims made against the practice or it clinicians;
• A call recording may also be used as evidence in the event that an employee’s telephone conduct is deemed unacceptable. In this situation the recording will be made available to the employee’s manager, to be investigated as per the Practice Disciplinary Policy

For further information please contact the surgery.

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

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.

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 best service possible within the resources available. however we do understand that at times things to go wrong.

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 Warsop Surgery 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

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 12 months of the incident that caused the problem

Within 12 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 satisfied and would like to take matters further, Tracey Guthridge will guide you through the next stage.

If you are unhappy with the way in which your complaint is handled by the practice, or you wish to complain to a higher authority in the first instance then you should contact: ICB Patient Experience Team Civic Centre, Arnot Hill Park Nottingham Road Arnold, Nottingham NG5 6LU Telephone: 031158839570(Monday to Friday 8am to 6pm, excluding English Bank Holidays) E-mail: [email protected]

You also have the right to approach the Parliamentary & Health Service Ombudsman if local resolution is not reached. If you are not satisfied with the response, please refer the complaint to the Parliamentary and Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ. or visit the ‘Making a complaint page‘  at  http://www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form).  Alternatively, you may call the PHSO Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday or send a text to their ‘call back’ service: 07624 813 005.

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

Customer contact centre

NHS England

POBox 16738

Redditch

B97 9PT

Email: [email protected]

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 Parliamentary & Health Service Ombudsman.

Email: [email protected]

Tel: 0345 0154033

Parliamentary Health Service Ombudsmen,

City Gate

Mosley Street

Manchester

M2 3HQ

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

Complaints Leaflet

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

All GP Practices are requested to declare the mean earnings (e.g. average) for GPs working to deliver NHS services to patients at each practice.

It should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make a comparison with any other practice.

The average pay for GPs working in Meden Medical Services in the last financial year before tax and National Insurance was £65,050. This is for 2 full time GPs, 0 part time GP and 0 locum GPs who worked in the practice for more than six months.

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.

Not all services are part of the NHS and require a fee. Please contact us for more details on 01623 843521

Non NHS Fees

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 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  .