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Noticeboard

 

Wednesday Closing

 

The Practice is closed ONCE a month for staff development and training.  Our Doctors, Nursing and administrative staff do need time to train together, which is vital to improve service delivery.  The next date is Wednesday 22nd May 2013.  We DO NOT close on other Wednesday afternoons.

Cancelling Appointments
If you are unable to attend an appointment with one of the doctors or nurses, please telephone or use the link at the bottom of this page to cancel your appointment. By giving us as much notice as you can you are helping us to make sure that someone else is given your slot. Please note that the Practice has a policy for Patient who DO NOT ATTEND or fail to cancel their appointment.  Patients who continue to DNA risk being removed from the Practice.
Please keep your appointment, don't waste it.

Emergency Appointments
If you require to be seen urgently, please tell the receptionist the nature of your request to assess the urgency. This facility is for emergency cases only and we ask you to not use this service for routine problems

Home Visits
Home Visits are reserved for patients who are genuinely too ill to attend surgery. Please telephone before 10.00am and be prepared to answer a few questions to help the doctors plan their calls and to assess the urgency. Please remember the doctor can see at least four patients in surgery in the time taken to do one visit.  

 

 

Comments, Complaints and Suggestions

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can improve the service we provide.  We are pleased to listen to any comments or suggestions, we have a suggestion box on our reception desk for you to fill out.

Making a Complaint

If you have any complaints or concerns about the servcie that you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in the way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provide that is within 12 months of the incident.

The Practice Manager will be pleased to deal with any complaint.   She will explain the procedure to you and make sure that your concerns are dealt with promptly.  You can make your compaint:

In person - ask to speak/arrange an appointment with our Practice/Assistant Manager 

In writing - some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of the Practice Manager as soon as possible. 

Address:  The Practice Manager, Orchard Medical Practice, Stockwell Gate, Mansfield, NG18 5GG. 

What we will  do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. 

We shall acknowledge your complaint within three working days and will start looking into your complaint as soon as possible.  We will endeavour to respond as soon as we can but time taken to properly investigate and respond to a complaint will vary depending on the nature of the complaint.  We shall then be in a position to offer you an explanation.  When we look into your complaint we shall aim to:

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what we can do to make sure the problem does not happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Please be assured that patients, carers and relatives will not be treated adversely as a result of having complained.

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.

Complaints Procedure & Form: Complaints Procedure & Form

What else you can do

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us.  To contract NHS England:

You can also contact the Patient Advice and Liaison Service, for confidential advice and support. To contact PALS:

  • Telephone:  0800 028 3693 (ask for PALS officer)
  • Email:  pals.north:newarkandsherwoodccg.nhs.uk
  • By Post:  PALS, Newarkand Sherwood CVS, 67 Northgate, Newark, NG24 1HD

Support with your complaint

The NHS Complaints Advocacy Service (POhWER) can help you to use the NHS complaints process.  For more information visit their website at www.powher.net .  To Contact POhWER:

  • Telephone: 0300 020 0093
  • Text:  send the word 'pohwer' with yoru name and number to 81025
  • Email:  yourvoiceyourchoice@pohwer.net
  • Post:  POhWER, PO Box 14043, Birmingham B6 9BL

If you remain dissatisfied with the responses to your complaint, you have the right to ask the Health Service Ombudsman to review your care.  The Ombudsman is independent of government and the NHS.  This service is confidential and free.  There are time limits for taking a complaint to the Ombudsman, although they can waive them if they think there is a good reason to do so.  To contact the Ombudsman:

  • Telephone 0345 015 4033
  • Write to:  The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
  • Go to website:  www.ombudsman.org.uk.



 
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