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MAKE A COMPLIMENT AND COMPLAINTS

All doctors, nurses and staff aim to provide the most appropriate treatment, help or advice to meet the patient's needs.  We welcome any comments that you have for improving the services we provide and constructive criticism is always welcome.  We have a suggestion box in the foyer of the medical centre or you can email to ventnormedicalcentre@webcorrespondonce.nhs.uk.  Rarely things go wrong and the practice operates a Complaints procedure.  If you are dissatisified with any aspect of our service please ask to speak to our practice manager who will discuss it with you.

Patients will be encouraged to complain in writing where possible, all complaints will be acknowledged in writing within 3 working days of receipt, and should be resolved within a "relevant period" i.e. 6 months from the day on which the complaint was received.  Complaints will be treated in the strictest confidence.  Patients who make a complaint will not be discriminated against or subject to any negative effect on their care, treatment or support.  Where a complaint investigation requires access to patient's medical records and involves disclosure of this information to a person outside the practice the practice manager will inform the patient or person acting on their behalf.

The roles of the Practice, NHS England, Clinical Commissioning Group (CCG) and Health Service Ombudsman with regard to patient complaints, this includes the alternative facility for the patient to complain directly to the Patient Advice and Liaison Service (PALS) The Independent Complaints Advocacy Service (ICAS), Citizens Advice Bureaux, NHS Choices, Health Watch, and the Care Quality Commission.  Please see our leaflet for information on how to access these services or telephone the reception.

Period of time within complaints can be made:

12 months from the date on which the event/incident which is the subject of the complaint occurred; or

12 months from the date on which the event/incident which is the subject of the complaint comes to the complaint's notoce.

you can obtain a copy of this information in larger print, different language or Braille, please let the receptionist know.

 

Return Specimens

Specimens are collected from the practice each weekday.  If you have been asked to bring a specimen please ensure you return it to the surgery by 11.30am.  The container which you can collect from the reception desk should be clearly marked with your NAME and DATE OF BIRTH.  A special box is situated in the lobby just as you enter through the main door. You may place the specimen in the box as long as there is a form.  If you do not have a form please check with the receptionist.  No specimens will be accepted without a request form containing the necessary information.  No specimens are accepted through the letter box and leaking or damaged ones will not be processed by the Pathology Department at St Mary’s Hospital.

Obtain Test Results 

If the practice has arranged for you to have any blood tests or X-Rays, etc, please telephone the surgery after 2.00pm for the results.  Results are usually in within 48hours but some tests can take longer, X-Rays take seven to ten working days.

It is not possible to have results available in the morning as a large number will be with the Doctor being checked. 

Confidentiality has to be strictly observed. This means as a rule results can only be given to the individual concerned.

We encourage all patients to check the outcome of any test, or investigations requested by the Doctor.  It is the responsibility of the patient or carer to telephone for the results of any test. 

Request Transport

If you need help to get to a hospital appointment and are unable to make the journey yourself, you can contact the surgery and we can arrange for the hospital car service to take you.  They can only take you there for 10.00am or 2.00pm, so your appointment would need to be around these times.

There is also a voluntary car service available. Please speak to a receptionist who will be able to pass their details onto you.

Chase Up A Hospital Appointment

 If you have been referred and are waiting for an appointment from the hospital please ring the hospital directly and they should be able to give you an indication as to when it will be.

If you have continuing problems with hospital appointments, please contact the surgery and we will try to help.