When the doctor needs to carry out an intimate examination, they will suggest that a chaperone is present. The chaperone will be a practice nurse or health care assistant, but if neither is available, a non-clinical member of staff will be asked. All staff understand the role of the chaperone and the doctor will explain the procedure to you. You have the right to refuse a chaperone if you so wish.
Comments, Complaints and Problems
All members of the Primary Health Care Team in this practice are keen to provide patients with the best possible care. Therefore, if any patient has a suggestion for improving our service, please discuss this with our Practice Manager.
If any patient has any constructive criticism of the service(s) offered, please feel free to discuss this with the Practice Manager, so that we can try to resolve the problem.
We operate a complaints procedure – details can be obtained from the Receptionists.
Due to the NHS organisational changes that became effective on 1 April 2013, the process for managing primary care complaints that was previously dealt with by the PCT will now be managed by NHS England.
If you wish to complain, please either contact the Practice in writing or on 023 9248 2124 or alternatively contact NHS England as follows:
|Contact Number:||0300 311 2233|
|Postal address:||NHS Commissioning Board
PO Box 16738
If you would like help or support in making a complaint and live in the Hampshire area, you can contact Healthwatch Hampshire by clicking on the link Healthwatch Hampshire.
All facilities at the Health Centre have wheelchair access with a lift to all floors and specially adapted toilet.
Dealing With Telephone Calls
Usually we aim to answer promptly, but in the mornings (and especially on Monday) the phone can be very busy. To get a better service, please avoid telephoning for routine matters such as general advice or test results until after 11:30am. If your Doctor is not available to speak to you on the telephone, you will be advised when he/she is able to deal with your call or you will be offered an alternative arrangement. Unless it is an emergency, the Doctor will not be interrupted during surgery hours.
Mobile telephones can be a nuisance to others using the surgery. We ask that you turn off mobile telephones before entering the building.
Smoking is not permitted in any part of the grounds or building.
See Zero Tolerance below.
We are a teaching and training practice with a full primary care team including 8 GP partners, Practice Manager Partner, 1 Nurse Practitioner Partner, 3 Nurse Practitioners, 2 Practice Nurses, 4 Health Care Assistants, Health Visitors and District Nurses.
Our commitment to teaching means that we may have GP Registrars working in the Practice and Medical Students who are attached to the Practice for short periods during the year.
The practice offers a translation service for patients. The service is available for at least 22 different languages including Chinese, Eastern European and Asian languages.
If you are staying temporarily in our catchment area, our doctors or nurses will be pleased to see you. You will be asked to complete a ‘Temporary Resident’ form, prior to attending the consultation, which will be passed subsequently to your own GP with details of the treatment you have received here. Patients from outside the EEC may be subject to private fees.
This practice supports the Government’s NHS Zero Tolerance Campaign. Violence and abuse (including verbal abuse) is a growing concern. GP’s and their staff have the right to care for others without the fear of being attacked or abused. We ask that you treat your GP and Practice Staff properly without violence and abuse.
In the event of verbal or physical abuse, we have the right to remove patients from our list with immediate effect in order to safeguard practice staff, patients and other persons. We are obliged to record in the patient’s medical records, the fact of the removal and circumstances leading to it. The PCT is then responsible for providing further medical care for such patients.