Practice Complaints Procedure:
We Park Lane Surgery endeavour at all times to give our patients the best possible service. If, despite our efforts, you feel that we have failed in some way to achieve the standards we aspire to, we feel that it is in the best interests of all parties that the matter be brought to our attention.
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. 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 as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you have a problem.
If you are a registered patient you can complain about your own care, however you are unable to complain about someone else’s treatment without their written authority.
Please send your complaint to the practice in writing giving as much detail as possible to;
Mrs. Dee Gudgeon The Practice Manager, 8 Park Lane Surgery Receipt of your complaint will be acknowledged within 3 working days and a response sent within 10 working days. If for some reason the response is likely to take longer than this we will let you know.
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
COMPLAINING TO HEALTH AUTHORITY
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach the local health authority, if you feel you cannot raise your complaint with us you should contact the local Clinical Commissioning Group.
Patient Advice and Liaison Service (PALS)
East & North Herts CCG
Welwyn Garden City
Telephone: 01707 361281
PALS acts to promote and facilitate the involvement of the public in the trust.
If you remain dissatisfied with the response to your complaint, you have the right to ask the Healthcare Commission to review your case. You should do this within 6 months of the date of our final response to your complaint.
The contact details for making a complaint to NHS England are; NHS England, PO Box 16738, Redditch, B97 9PT, Telephone 0300 3112233, email email@example.com
If you remain unhappy after Local Resolution and Independent Review then you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman at:
If you are not satisfied with the outcome of your complaint you can refer the matter to: The Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP, Telephone 0345 0154033 or visit www.ombudsman.org.uk
Important Information About YOUR Information
Sometime after you register with the practise we will receive your NHS medical record from your previous doctor. This will be updated to record any healthcare you receive while with use and then be sent to your next GP if you leave. In the past these records were on paper/card but increasingly they are held on computer.
All NHS staff have a duty to keep your personal information confidential. You have the right to confidentiality and to know the circumstances in which we would share this information with others. You also have the right to decide whether your information can be disclosed or used in particular ways.
At Park Lane Surgery we take various steps to protect confidentiality. For instance we only give test results to the person concerned or their parent, if a child. If you want someone else to be given test results please arrange this with us in advance.
Young people of 16 or over can consent to treatment themselves and are entitled to the same duty of confidentiality as adults. Those under 16 who have the capacity and understanding to take decisions about their own treatment are also entitled to make decisions about the use and disclosure of information they have provided in confidence.
We will use information about you in the course of providing you with healthcare. For instance when we write to refer you to a specialist we will include information on relevant past medical history and the medication you take. Other health professionals, who care for you, such as district nurses and health visitors, will also be able to see your medical record.
If you need social services we will discuss this with you and will tell them what they need to know in order to provide you with appropriate care.
We will also use your records to ensure that we are continually improving our services to all the patients registered with us. This is called ‘clinical audit’ and involves measuring the care we provide and comparing it to national standards, guidelines etc. This is done by practice staff.
Most NHS management is done using a total numbers and other anonymised information but personal information is sometimes needed such as for the recall systems for children’s immunisations and cervical smears. If you suffer a side effect of a new medication we will report this in a partially anonymised form.
Where information about you is requested for purposes other than healthcare eg research, insurance or legal matters we will only divulge it with your specific written consent. There are certain situations in which we are legally obliged to give information about you. For instance, if you suffer from a certain infectious diseases e.g. food-poisoning, we must report this to the public health authorities.
Freedom of information – Publication Scheme
The freedom of Information Act 2000 obliges the practice to produce Publication Scheme. A Publication Schemem is a guide to the “classes” of information the practice intends to routinely make available.
Friends and Family Result
Thank you for those who have taken the time to complete the Friends and Family test.
Please see below the results for May 2020
The average earning for GPs working in the Park Lane Surgery in the last financial year 31/03/2019 was £77,687 before tax and National insurance. This is for 3 full time and 3 part time GPs who worked in the practice for more than 6 months.
The practice has an inner and outer practice area which covers Broxbourne and market town of Hoddesdon and some of the surrounding villages as shown below.
We are only allowed to accept new patients that move into our Inner Practice Area. If you are not sure if you live within the Inner Area please ask at reception.
Under new legislative changes it is now possible for existing patients that move out of our inner boundary area but are still within our outer boundary area to remain registered with the practice where appropriate.
However patients that move out of our inner and outer area will need to register with a new practice which covers the area they have moved into.
For further information on local practices you may contact the Registration Department at the Health Authority on 01707 390855 and ask for GP registrations.
Please click on this link to see the map of our area. If you are moving into the area outlined in blue then you are fine to register with us. If you are moving into the area outlined in red, then you will not be able to register at Park Lane Surgery as this is our outer boundary. Only patients who already live in the blue area and relocate to the red area are able to stay as patients here.
Treatment of Overseas Visitors
We regret that we are only able to provide treatment that is classed as ‘Emergency’ or ‘Immediately Necessary’ for people travelling from abroad. Any treatment that is not considered by the Doctor to be ‘Emergency’ or ‘Immediately Necessary’ will be provided on a Private basis and will be chargeable.
We are committed to providing all patients with the best service possible and you will be treated with respect as an individual, irrespective of ethnic origin, age, religious beliefs, personal attributes or the nature of your health problems.
Your rights and responsibilities as a patient
Park Lane Surgery welcomes new patients living within our practice geographical area irrespective of their race, gender, social class, age, religion, sexual orientation or appearance, disability or medical condition.
The practice aims to give a friendly and professional service to all our patients. In return we ask our patients to help us in the following ways:
- Be on time for your appointment
- Let us know if you need to cancel
- Respect that standard GP appointments are for a ten minute consultation; don’t expect to discuss several unrelated problems or seek treatment for other members of your family.
- Inform us if your details change – for example, address or telephone numbers
- Call for a home visit or urgent appointment before 10:00 am.
- Ring for test results between 2pm-5pm only
- Please keep your phone call brief and avoid calling in peak morning time for non-urgentmatters.
- Remeber, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.
As an NHS patient of the surgery you have the right to:
- Be registered with a general practitioner
- Change doctor if desired
- Be offered a health check upon joining the practice if you are over 75years
- Be referred for specialist or second opinions if you and the GP agree.
You will improve your health by taking regular exercise, eating a healthy well-balanced diet, limiting alcohol intake, and avoiding smoking altogether.
Smoking is not allowed on the premises (by law and, in any case, it gives the wrong impression of a premises dedicated to the maintenance and improvement of health); also please refrain from chewing gum on the surgery premises and please turn off your mobile phone.
Zero Tolerance – Violence and abuse
The Practice will not tolerate violent, threatening or abusive behaviour, whether directed to our staff or to others. Such behaviour will result in the offending patient being removed from our list.