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Other Important Information

 

Safeguarding Children/Young People

 

The Practice is committed to protecting Children and Vulnerable Adults and we will make their welfare our highest priority. Where additional support is necessary this will include working with other agencies. If you have any concerns about a child or vulnerable adult please speak to your GP and Practice Nurse.

 

 

Disabled Access

 

The practice has a large car park with a reserved space for the disabled. There is a ramp in the car park which allows access around the surgery to the front door. All patient services are provided at ground level. A disabled patients' WC is situated opposite the consulting rooms. If access proves difficult to any of our disabled patients we would be happy to consider suggestions for improvement. A bicycle park is situated in the car park.

 

Your Responsibility To Us

 

Help us to help you.

 

Please let us know if you change your name, address or telephone number.

 

Please do everything you can to keep appointments. Tell us as soon as possible if you cannot attend your appointment time. Otherwise, other patients may have to wait longer.

 

We need help too. Please ask for home visits by the doctor only when the person is too ill to visit the surgery.

 

Please keep your phone call brief and avoid calling during the peak morning time for non-urgent matters.

 

Test results take time to reach us, so please do not ring before you have been asked to do so. Enquiries about tests ordered by the hospital should be directed to the hospital, not the practice.

 

We ask that you treat the doctors and practice staff with courtesy and respect.

 

Please read our practice booklet. Along with this website it will help you to get the best out of the services we offer. It is important that you understand the information given to you. Please ask us questions if you are unsure of anything.

 

Remember, you are responsible for your own health and the health of your children. We will give you our professional help and advice. Please act upon it.

 

Please ask if you wish to see your doctor.

 

Suggestions and Complaints

 

We very much welcome any suggestions for improvement in our service. There is a 'suggestion box' situated in the surgery waiting room.  If you have a complaint about a specific episode we would like to hear about that too.

 

We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within two days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

 

If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.

 

Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person.

 

Should you have a complaint about any local services you may contact West Essex Clinical Commissioning Group, St Margaret's Hospital, Building 4, Spencer Close, Epping, Essex CM16 6TN

  

Confidentiality

 

We ask you for personal information so that you can receive appropriate care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team, it is sometimes necessary that medical information about you is shared between members of the team.

 

 

Violence And abuse

 

We will not tolerate violent behaviour or abuse towards any member of our staff. Any such behaviour from patients will result in immediate removal from our list and the matter will be referred to our West Essex Clinical Commissioning Group.

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