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Complaints
Procedure
Whilst
we make every effort to provide you with the highest standard of care
we appreciate that you may feel less than satisfied at times. If you have
a complaint, in the first instance please discuss it with a member of
staff or, if you prefer, the practice manager. You may be asked to put
your complaint in writing, which we will respond to and investigate. We wouldlike to inform all our patients that if they need to make a complaint, it will be dealt with without any discrimination from our practice.
Comments
/ Suggestions / Compliments
Our aim is to provide
you with the highest possible standard of care. We welcome any comments
about our practice and its services. If you have any suggestions please
convey them to a member of staff.
Violent
Or Abusive Behaviour
Thankfully this is very rare.
A zero tolerance policy towards violent, threatening and abusive
behaviour is now in place throughout the National Health Service.
The
staff in this practice have the right to do their work in an environment
free from violent, threatening and abusive behaviour.
If you do
not respect the rights of our staff we may choose to inform the police
and make arrangements for you to be removed from our medical list.
Confidentiality
We
ask you for personal information so that you can receive appropriate care
and treatment. This information is recorded on computer and we are registered
under the Data Protection Act. The practice will ensure that patient confidentiality
is maintained at all times by all members of the practice team. However,
for the effective functioning of a multi-disciplinary team it is sometimes
necessary that medical information about you is shared between members
of the team. Prescriptions and some of the consultation records are run
purely on computer. This enables us to analyse various aspects of health
care and to produce an annual practice report.
What to do in time of bereavement
What To Do If Someone Dies:
It is a legal requirement for a Doctor to confirm that someone has passed away. There is no need to move the patient. If a Doctor has recently seen the patient, a death certificate can normally be issued. However, in the event of unexpected death, the Doctor will need to notify the Coroner. Deaths should normally be registered within five days, unless the Coroner is investigating the circumstances surrounding the death. A death should be registered in the district where it occurred.
If Death Occurs At Home:
1)
Telephone the Doctor. They will visit to confirm death has taken place.
2)
Contact the Funeral Director to inform them that their services will be required.
3)
Collect the death certificate from the surgery (you will be told when this will be available for collection). This will not be possible if it is necessary to involve the Coroner.
If Death Occurs In Hospital:
1)
Contact the Funeral Directors to inform them that their services will be required.
2)
Collect the death certificate from the hospital.
Then:
1)
To register, make an appointment at the Register Office of the district where the death occurred, either in person or by phone.
2)
You must bring with you a medical certificate of cause of death issued by the Doctor who was treating the deceased. If possible, you should also bring the deceased’s birth certificate, marriage certificate and medical card. The Funeral Director will advise you what to do if the Coroner has been informed of the death.
A Registrar will interview you in private, and ask questions about the person who has died.
You will need to know the following information:
- The date and place of death
- The full name and surname and, if the deceased was a married woman, the surname/ family name used before marriage
- The date and place of birth
- The occupation and, if the deceased was a married woman or widow, the full name and occupation of her husband
- The usual address
- If the deceased was married, the date of birth of the surviving widow or widower
- Whether the deceased received a pension or allowance from public funds
3)
You will be given a document to enable you to make the funeral arrangements. If the death was referred to the Coroner, there may be other procedures. You will also be given a form for Social Security purposes. Both of these documents are free of charge.
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