Suggestions & Complaints

Though we strive to avoid complaints by being self-critical, we accept that from time to time complaints will arise. Please be assured that all your comments will be dealt with in a confidential manner and fully investigated by the Practice Manager and, if necessary, brought to the attention of the Practice partners and staff.

We follow the N.H.S. code of conduct and deal with the complaints according to this code in the following manner:-

1. Complaints are acknowledged within 3 working days which will include an offer to discuss the matter wtih an appropriate person in the Practice.
2. A complaint will have to be made within 12 months of the incident occurring or within 12 months of the date on which the matter came to the notice of the complainant. 
3. Any complaints that remain unresolved after 6 months will be reviewed to ensure that everything is being done to attempt to resolve the case.
4. If you do not wish to complain directly to the Practice you may complain to the PCT and request that they investigate your complaint.  They may be contacted on 01702 224600.
5. If complaints remain unresolved then the complaint may be taken to the Health Service Ombudsman.

Confidentiality

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further medical treatment for you e.g. from district nurses and hospital services.
• To help you get other services e.g. from the social work department. This requires your consent.
• When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information

Practice Services

The Practice operates an inclusive policy regarding disabled patients and their carers. The Practices provides:

• Access to a low-level reception desk containing an integral induction loop.
• A portable induction loop is available for consultations.
• An enlarged printed version of the patient leaflet available to those patients who require it.
• A sign language interpreter is available in liaison with South East Essex PCT. Please contact reception for further details.
• A ramp for wheelchair entry to premises.
• Practice information supplied on yellow paper to partially sighted patients patient and their carers.
• Written/computer facilities for speech impaired patients.
• Longer appointment slots if required.
• Appointments involving several clinicians if required, please contact reception for details.
• A patient group that is active in promoting the needs of the disabled patient.

If you feel that your needs are not being addressed please contact the Practice Manager or Deputy.

The Practice partners and staff wish to state that we do not discriminate on the grounds of age, appearance, gender, medical condition, race, religion, physical disability, sexual orientation, religious background, spiritual needs, social class or linguistic tendency. All members of the population have equitable access to all services and treatment offered by the Practice.

Violence Statement

Regrettably there are instances of violence and abuse by a small minority of patients. Violence includes actual or threatened physical violence or verbal abuse. The Practice has ZERO TOLERANCE to incidences of such nature.

The Practice will remove your name from the Practice list with immediate effect. The PCT will be notified of our action and Police action may be started with a view to prosecution. 

Dr M K Kamdar & Partners is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

This Chaperone Policy adheres to local and national guidance and policy –i.e.:-

‘NCGSTGuidance on the role and effective use of chaperones in Primary and Community Care settings’.

TheChaperone Policy is clearly advertised through patient information leaflets, website and can be read at the Practice upon request. A Poster is also displayed in the Practice Waiting Area and on Clinicians’ doors. 

All patients are entitled to have a chaperone present for any consultation,examination or procedure where they consider one is required. The chaperone maybe a family member or friend, but on occasions a formal chaperone may bepreferred.

Patients  are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointmentis not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.

All staff are aware of and have received appropriate information in relation to this Chaperone Policy.

All trained chaperones understand their role and responsibilities and are competent to perform that role.

There is no common definition of a chaperone and their role varies considerably depending on the needs of the patient, the healthcare professional and the examination being carried out.

Their role can be considered in any of the following areas:

• Emotional comfort and reassurance to patients
• Assist in examination (e.g. during IUCD insertion)
• Assist in undressing
• Act as interpreter
• Protection to the healthcare professional against allegations / attack)