Making a complaint is never easy but before you do please make sure that you have a valid reason (please think what is deliverable from the surgery and while we like to treat all patients as individuals sometimes a process needs to be in place so all patients can access our services based on a clinical need) to complain and that you’re someone with a right to complain.
If you’re complaining on behalf of someone else, you’ll usually have to include their written permission. If they can’t give permission, for example, because they are too ill, explain this in your details.
Keep your complaint to the point and as short as possible.
Try to work together with Hughenden Valley Surgeries as far as possible to sort out the problem.
List clearly the things you’re complaining about. Write them down in date order, with as many factual details that you can. For example, if you are complaining about the behaviour of your GP at an appointment, write down:
- the date and place of the appointment
- the name of the GP
- the names of anyone else who witnessed the unacceptable behaviour.
Back up everything that you write – keep any documents you get.
Write the complaint in an unemotional way. Don’t make personal attacks on the staff you are complaining about – stick to complaining about the aspects of their behaviour that are unacceptable.
State the outcome you’re hoping for. This could be just an apology and an undertaking to behave differently in the future.
receiving a complaint is never easy for us as this would suggest that someone is unhappy with the service that they have received but we do use complaints to help us see what we could improve.
To raise a complaint please write directly to our practice manager.
Zero Tolerance Policy
- Purpose
To outline the principles and procedures of Hughenden Valley Surgeries’ zero tolerance approach.
- Policy Statement
As an employer, Hughenden Valley Surgeries has a duty of care for the health, safety and wellbeing of its staff. Hughenden Valley Surgeries also has a legal responsibility to provide a safe and secure working environment for staff. Staff mental health is as important as their physical health and all patients are expected to behave in an acceptable, respectful manner. Staff should not be left upset and distressed following an interaction with a patient. Any incident in which an employee is abused, threatened or assaulted in circumstances relating to their work, is unacceptable and not tolerated. Hughenden Valley Surgeries follows the NHS guidance concerning zero tolerance.
- Principles
- Any incident in which an employee is abused, threatened or assaulted in circumstances relating to their work, is unacceptable and not tolerated.
- This includes the serious or persistent use of verbal abuse, aggressive tone and/or language and swearing/foul language
- All instances of actual physical abuse or threatening behaviour on any member of staff, by a patient or their representative, will be reported to the police as an assault.
- We expect all patients to be responsible and avoid attending the surgery under the influence of alcohol or illegal drugs.
The General Medical Council states in Good Medical Practice that: “in rare circumstances, the trust between you (the Practice) and a patient may break down and you may find it necessary to end the professional relationship. For example this may occur if a patient has been violent to you or a colleague, has stolen from the premises, or has persistently acted inconsiderately or unreasonably.
This includes unnecessary persistent or unrealistic service demands that cause disruption. Examples of this include, but are not limited to:
- Demanding to only speak to a specific team member
- Refusing appointments with an appropriate clinician for the presenting care need i.e. insisting on a GP appointment when a pharmacist or other clinician is most appropriate, or refusing to see an available GP for your presenting care need when your preferred GP is unavailable.
- Demanding a same day appointment for a routine clinical need – this deprives access to urgent care services for those who genuinely need it.
- Contacting individuals directly via social media or personal email instead of through the practice contact channels.
The Practice has a finite number of available appointments and you may be directed to clinician who is not a GP, or your preferred GP, but who is appropriately qualified to manage the presenting care need. We provide a named GP service but we cannot always accommodate requests for appointments with the same GP due to high patient demand for appointments and staff working patterns.
If you are seriously unhappy with the quality of service you have the right to register with another practice without notifying us. Similarly, on the very rare occasions when a patient breaches this policy, we have the right to remove the patient from our care.
- EXAMPLES OF UNNACCEPTABLE STANDARDS of behaviour
In exceptional circumstances, a breakdown may occur between a GP surgery and their patient. If the breakdown is of a serious nature e.g. serious physical or verbal abuse to any member of the practice team, it may be felt that the practice/patient relationship has been compromised. Steps may be taken to have the patient removed immediately from the practice patient list. Where possible, conciliation would always be the preferred route. Reasons for removal will be given in writing. Any incident in which an employee is abused, threatened or assaulted in circumstances relating to their work, is unacceptable and not tolerated.
Where we deem an incident is not serious enough to warrant immediate removal, we will issue a first and final warning. This warning will be logged and recorded on your record for a period of 1 year.
YOU WILL BE REMOVED FROM OUR PATIENT LIST IMMEDIATELY WHEN WE HAVE NEEDED POLICE ASSISTANCE OR HAVE MADE A REPORT TO THE POLICE.
The following are examples of when you may be issued with a first and final warning or removed from our patient list dependent on the severity of the incident.
- Violence
- Excessive noise e.g. recurrent loud or intrusive conversation or shouting
- Threatening or abusive language involving swearing or offensive remarks
- Racial or sexual remarks
- Aggressive, forceful tone and/or language that upsets staff
- Malicious allegations relating to members of staff, other patients or visitors
- Offensive gestures or behaviours
- Abusing alcohol or drugs on practice premises
- Drug dealing on practice premises
- Willful damage to practice property
- Threats or threatening behaviour
- Theft
- Persistent and/or unrealistic demands on the service
- Repeated derogatory comments about the practice or individuals either verbally, in writing/digitally or on social media platforms
This list is not exhaustive an there may be other occasions when we have cause to issue a warning or remove you from our patient list. If you are unhappy with the practice, we have a complaints procedure to assist you or you have the choice to register with another practice.