Lee Health Centre

Complaints Procedure and Suggestions

If you have any comments to make about the service we provide or wish to make a complaint, please contact the practice manager. Full details will be taken and a decision made on how best to undertake the investigation. Please note that we have a duty of confidentiality to our patients and consent will be necessary if the patient concerned does not make the complaint. A leaflet about the complaints procedure is available from reception.

If you wish, you have the right to take your complaint to the local Trust. Telephone, or write to:

NHS Lewisham
Cantilever House
Eltham
SE12 8RN

Tel: 020 7206 3200

Confidentiality and Personal Health Information

We ask for information about yourself so that you can receive the best possible care and treatment. We keep this information, together with details of your care, to ensure that your doctor or nurse has accurate and up-to-date information. It may also be needed if we see you again. Your personal health information will be held in confidence. Your medical history will be recorded in your notes and/or our practice computer system, which may only be accessed by authorised members of our team. We only use or pass information about you to people who have a genuine need for it, such as hospitals, social services or the health authority. Whenever we can we shall remove details that identify you as an individual. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality about patient information. Even if you are under 16 nothing will be said to anyone without your permission. The only reason why we might have to consider passing on confidential information without your permission, would be to protect you or someone else from serious harm. We would always try and discuss this with you first. If, at any time, you would like to know more about how we use your information you can speak to our practice manager.

Patients' Rights And Responsibilities

You Have A Right To:

• Receive treatment regardless of your sex, age or disability.
  
• Receive emergency care on the day.
  
• Consult with a GP within 48 hours for medical problems of any kind, though it will not always be possible to offer an appointment with the doctor of your choice.
  
• Access the deputising service out of hours
  
• Be treated as an individual and your privacy and dignity respected.
  
• Have your treatment explained to you.
  
• Referral for appropriate investigations, consultant opinions and care at a hospital or clinic when both you and the doctor treating you agree it is necessary and would be of benefit.
  
• Confidentiality.
  
• To complain without discrimination if there is a problem.
  
• See medical records by applying in writing to your GP.

You Are Responsible For:

• Making and keeping appointments. If you are more than 10 minutes late you will need to re-book.
  
• Notifying the surgery if you are unable to keep your appointment.
  
• Following the advice and treatment you receive.
  
• Ordering repeat prescriptions in adequate time.
  
• Taking any medicine that is prescribed and finishing the course of treatment.
  
• Doing what you can to look after your own health, and following advice on a healthy lifestyle.
  
• Behaving in an acceptable manner and being polite to all our staff.
  
• Switching off mobile phones when entering the premises.
  
• Informing the practice of any change of address, name or telephone number.

Zero Tolerance Towards Aggression

We try at all times to deal with patients in a polite and courteous manner. In return we expect that the same is shown to all staff and doctors at the surgery. Whilst we understand that a visit to the doctors can be at times stressful or worrying, we will not tolerate aggression or abuse to either our reception staff or any of the professional staff at the surgery. Any patient being threatening or abusive to any member of our team will be removed from the practice list without further warning.

Freedom of Information - Publication Scheme

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. This scheme is available from reception or alternatively by downloading from our website.