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Important News Covid-19 Virus

Derby Road site will be operating as an isolation site  from Monday 23rd March. The site will be manned by a full team of staff working via telephone and  e mail. We are also hoping to start using video consultations as well. All patients who need to be seen will be seen at  the Pinewood site where infection control protocols will be followed to prevent the spread of infection including the use of personal protective equipment such as masks, aprons, gloves and goggles. In the possible event that staff are forced to self isolate and / or become unwell , we will re -deploy staff from the Derby Road site as and when required. We hope in this way to preserve a resilient workforce for as long as possible. Any patient attending the Pinewood site will be given instructions to wait in the car park until asked to come into the surgery. ALL patient requests for appointments will continue to be assessed and prioritized by telephone and by e mail.  It is clear to us that many routine procedures and treatments will be delayed as we attempt to meet the needs of our most vulnerable and ill patients. We apologize sincerely for this and ask for the understanding of our patients.

For more details on specifics, please see the newsletter below.

Derby Road Patient Newsletter March 2020-Download

here: Patient Newsletter March 2020

Covid-19 (Coronavirus) Please follow the link below for up to date advice from NHS England

https://www.nhs.uk/conditions/coronavirus-covid-19/

We try to give you the best service we can. However, there may be times when you feel this has not happened. If you have a suggestion or complaint to make please follow the procedure below.


PROCEDURE

We can deal with most concerns informally in-house and aim to resolve these as quickly as possible. We hope that, should the need arise; you will use this method so that we can look into any problems or issues that may have occurred. If you wish to make a formal complaint please contact our Practice Manager. They can be contacted directly by telephone or by letter if you prefer. They will deal fully with your complaint and decide how best to resolve it.

Most matters can be resolved quickly and easily straightaway but we will make a full investigation on the rare occasions necessary. We aim to acknowledge all written complaints within three days. We will try to provide you with a full explanation and deal with any action that may be needed.  We use all complaints, informal or otherwise, as a learning process to develop our practice policies and procedures to assure you of our best endeavours at all times.

If you would like a meeting with the doctor, we are happy to arrange for you to meet. If you would like to bring a friend or relative with you we fully understand. We hope by any of these means you will feel the matter has been thoroughly investigated to your satisfaction. If this is not possible we will direct you to the appropriate authorities.

You may request a copy our complaints proceedure from either surgery.


MAKING A COMPLAINT ON BEHALF OF SOMEONE ELSE

Confidentiality is our duty, and we will need the patient’s written consent if the complaint is not made by the patient in person.


COMPLAINING TO THE HEALTH AUTHORITY

You still have the right to complain to the Ipswich and East Suffolk Clinical Commissioning Group (CCG) by contacting:

PALS (Patient Advice Liaison Service)
Rushbrook House
Paper Mill Lane
Bramford
IP8 4DW
Freephone: 0800 389 6819
 
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP

If you are happy with the service we provide please let us know  

 
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