Suggestions & Complaints
Please let us know if you feel that you have constructive and useful suggestions to "help us to help you"
Lincoln House Surgery tries to provide the very best medical care possible at all times. However, we are only human and realise that, occasionally, things go wrong. If you have had a problem or feel you have been unfairly dealt with then please request details of our complaints procedure from one of our Reception Staff. West Hertfordshire PCT (details on back cover) operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints. To speak to a PALS officer, please ring 01707 361281
ACCESS TO MEDICAL RECORDS
If you would like to access your medical records, please request details of the procedure from one of our Reception Staff. Certain services are provided that are not covered by the NHS. There is a separate charge for these and a list of fees is available for your inspection at the reception desk. These fees are normally BMA recommended rates. (Please note that, for ethical reasons, the Doctors will not sign shotgun licences)
HOW TO GET THE BEST OUT OF YOUR SURGERY
Below is a brief guide of ways to make the most out of your contacts with the surgery:
- Avoid calling for routine information or results between 8.00 and 11.30 am, when the lines are very busy.
- Please allow at least 48 working hours notice for repeat prescriptions.
- Repeat prescription requests must be in writing, through the EMIS repeat prescription request facility or through certain chemists.
- Emergency appointments are for problems that have arisen suddenly and are so serious that they will not wait until the next routine appointment. They are not for chronic or routine matters or for repeat prescriptions.
- Please request home visits before 10.30 am. All visit requests made will be assessed by the doctor on-call for emergencies. Such a visit may be deferred until the next day unless the doctor feels that the situation requires an urgent visit the same day or that the patient could attend the surgery to be seen.
- In the case of a medical emergency that cannot wait until the next available appointment, there is no choice as the doctor covering emergencies sees all such patients.
We respect your right to privacy and keep all your health information confidential and secure.
- Your identity will be established before information is given out over the telephone.
- Information will not normally be given out to third parties, including family members, without your express permission.
- Certain test results may not be given to you, without a consultation with your Doctor.
- Patients' records are only available to those involved in your care and you should never be asked for personal medical information by anyone other than members of the team.
NHS ZERO TOLERANCE POLICY
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. In the event of such abuse, we may exercise our right to take action to have the patient, and others residing in the same household, removed from our practice list, immediately if necessary.
A patient has a right to request that a Chaperone is present during any type of "intimate" examination. A Doctor may also feel that the use of a Chaperone is appropriate. The surgery has trained members of staff to perform this role in accordance with best practice guidelines. Please advise the staff at the time of booking if possible that a Chaperone will be required. Otherwise, they can still be provided on the day.