Practice Policies including Complaints Policy

Access to Medical Records

In accordance with the Data Protection Act 2018 Access to Health Records Act, patients may request to see a copy of their medical records.  In order to request a copy of your medical records please click here to download the application form.  Please complete sections 1, 2 and 3 with as much information and detail as possible including the date range that you would like to see.  No information will be released without patient consent unless we are legally obliged to do so.  Please bring the form to the surgery along with relevant Identification Documents.  Please allow 28 days for your request to be processed.

Complaints

Customer service form

If you would like to make a complaint please speak to any member of staff.  If they are unable to resolve the complaint at the time, they will arrange for your details to be sent to a Manager for review. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing to the Patient Services Manager, as soon as possible after the event.

We will acknowledge receipt within 3 working days and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing. Where the patient is incapable of providing consent due to illness or accident it may be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. We may still need to correspond directly with the patient, or may be able to deal direct with a third party, and this depends on the wording of the authority provided.

For more information please read our complaints leaflet: click here

Websites that may be helpful to you: www.healthwatchtrafford.co.uk or www.ombudsman.org.uk 

Health and Safety Policy

To see a copy of our Health and Safety Policy, please click here.

Privacy Notice

To see a copy of the Privacy Notice, click here.

Data Protection Policy

To see a copy of the Data Protection Policy click here.

Adverse Weather and Gritting Policy

To see copy of the Adverse Weather and Gritting Policy, click here.



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