Our Practice follows various guidelines and policies, as outlined below.
We operate a "Zero Tolerance" Policy. This means that we will not tolerate behaviour which is violent, threatening or abusive.
Violent behaviour, for whatever reason, is unacceptable. If any of our staff are subjected to violent behaviour by a patient, or by a member of the patient's household, then we will remove that patient and their family from our list. Assaults will be reported to the police and we will make sure that offenders are prosecuted. Neither will we tolerate threats of violence. NHS staff have a right to go about their duties without fear or intimidation.
Patients who are verbally abusive will be asked to moderate their behaviour and apologise. Verbal abuse is distressing to staff and to other patients who witness it. Abusive patients who are not prepared to change their behaviour will be removed from our list.
We always try to give you the best services possible, but there may be times when you feel this has not happened. This explains what to do if you have a complaint. Our Practice procedure is not able to deal with questions of legal liability for compensation. We hope you will use it to allow us to look into and if necessary, put right any problems you have identified or mistakes that have been made.
If you use this procedure it will not affect your right to complain to The Parliamentary and Health Service Ombudsman if you so wish. The contact address is Millbank Tower, Millbank, London, SW1P 4QP Telephone 0345 015 4033.
- When a complaint is received orally, it will be listened to and recorded by a member of staff. It may be satisfactorily resolved at that stage, but if not, it will be referred to the Practice Manager, or another member of the management team.
- Whenever possible if the complaint is about a doctor or clinical matters, the doctor involved will be given the opportunity for him/herself to respond to the complaint.
- When a complaint is received in writing, it will be acknowledged in writing within 3 working days and an explanation of the result of the complaint will be forwarded to the patient as soon as possible and the patient will be asked to confirm that he or she is satisfied with the result of the investigation.
- We think it is important to deal with complaints swiftly so you may be offered an appointment for a meeting to discuss matters. Occasionally, if we have to make a lot of inquiries, it might take a little longer, but we will keep you informed. You may bring a friend or relative with you to the meeting.
- We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.
Disposal of Personal Sharps Bins
The practice is not legally allowed to accept personal sharps bins from the public. People living in the Harborough District Council area requiring a sharps bin collection should contact Harborough District Council direct on 01858 828282. Any queries regarding non collection of these bins should also be made to this telephone number. People living in other areas should contact their local district council. Purple lidded cytotoxic sharps bins must be returned to the relevant hospital and are not accepted by local councils.
Two Shires Medical Practice support the use of the Medical Interoperability Gateway (MIG) allowing qualified clinicians within participating NHS healthcare providers in Leicester City, Leicestershire and Rutland (LLR) to view patient information, as specified in this Agreement, which is held in a GP Practice clinical information system.
The MIG is based upon “look-up” technology which provides a read only view of data held within the GP clinical information system. This is a local programme developed in line with the national information sharing and integrated care strategy. A key objective of the Department of Health’s strategy is that information is recorded once, at first contact with professional staff, and shared securely between those providing care. Key objectives of this local programme are to improve patient care and clinical safety and enhance collaborative working.
This local MIG programme also supports the recommendations of the Information Governance Review entitled “To Share or Not to Share” (also known as Caldicott 2), which has been endorsed by the Department of Health. Caldicott 2 highlights that healthcare professionals need access to relevant information about a patient in order to act in the patient’s best interest. Enabling healthcare professionals to have access to relevant information from the GP records at the point of care, will enhance the care provided to the patient.
The full MIG document is available to download.