Compliments and Complaints
If you wish to compliment or complain about any aspect of your care, the surgery or just have some feedback for us please feel free to contact or write to the Practice Manager and we will deal with your feedback promptly.
Our Complaints Procedure
Confidentiality of Patient Records
We ask you for information so that you can receive proper care and treatment. We keep this information, together with details of your care, because it may be needed if we see you again. Everyone working for the NHS has a legal duty to keep information about you confidential.
You may be receiving care from other people as well as the NHS. So that we can all work together for your benefit we may need to share some information about you. We only ever use or pass on information about you if people have a genuine need for it in your and everyone's interests. Whenever we can we shall remove details that identify you.
The sharing of some types of very sensitive personal information is strictly controlled by law. Anyone who receives information from us is under a legal duty to keep it confidential.
Guide to how we use your records.
Freedom of Information Act 2000
This Publication Scheme gives a guide to the services provided by the general practitioners and the staff of Long Lane surgery , as required by the Freedom of Information (FOI) Act 2000.
It has been adapted from the model Publication Scheme for General Practitioners, developed by the British Medical Association and the NHS Freedom of Information Project Board, 2003
This Publication Scheme is a description of the information about our General Practitioners and Practice, which is available to the public. It will be reviewed at regular intervals and we will monitor its effectiveness.
To view more information - please see the below link:
Freedom of Information Publicati
Right and Responsibilities
You will be treated with respect and as a partner in your care. Being a partner means you have responsibilities too.
- Ensure our patients have 24-hour access to medical advice.
- Aim for you to have access to a suitably qualified medical professional within 48 hours of your initial contact during surgery hours, or in an urgent case, the same day.
- Work in partnership with you to achieve the best medical care possible.
- Involve you and listen to your opinions and views in all aspects of your medical care.
- The prevention of disease, illness and injury is a primary concern. The medical staff will advise and inform you of the steps you can take to promote good health and a healthy lifestyle.
We would respectfully ask that you:
- Let us know if you intend to cancel an appointment or are running late.
- Treat staff with courtesy and respect. Reception staff may have to ask some personal questions to assist us in providing you with the best service.
- Inform the practice staff of any alterations in your circumstances, such as change of surname, address or telephone number. Please ensure that we have your correct telephone number, even if it’s ex-directory.
As patients, you are responsible for your own health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavoring to keep you healthy.
Zero Tolerance policy
The practice considers aggressive behavior to be any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. The practice will request the removal of any patient from the practice list who is aggressive or abusive towards a doctor, member of staff, other patient, or who damages property. All instances of actual physical abuse on any doctor or member of staff, by a patient or their relatives will be reported to the police as an assault.