Complaints

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, 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.  

If you wish to make a complaint, please speak to the Practice Manager or Lead Receptionist. Alternatively put it in writing to the Practice Manager, detailing your complaint, to

Mrs Jackie Morris

Sydenham House Medical Centre

Mill Court

Ashford

Kent

TN24 8DN

You will receive a letter acknowledging receipt of the complaint. We will then be able to investigate the issues and respond accordingly within 14 days, or you may be asked to attend a meeting to discuss the complaint. If this process is delayed for reasons beyond our control i.e annual leave, you will be notified.

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

Patient Confidentiality And Data Protection

We ask you for personal information so that you can receive 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 necessary that medical information about you is shared between members of the practice team.

Access to Records

In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the practice who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

This practice operates a ZERO TOLERANCE approach towards violence and abuse of staff and property.

The following are examples of behaviour which are not acceptable:

• Violence towards staff, patients or visitors
• Threats or threatening behaviour
• Excessive noise, eg loud or intrusive conversation, or shouting
• Racist or sexist behaviour or language
• Malicious allegations relating to members of staff, patients or visitors
• Abusing alcohol or drugs on the premises
• Drug dealing
• Willful damage to surgery property
• Theft

 New patients registering will be asked to sign a zero tolerance form.

By registering at this practice, you agree to behave appropriately and understand that by performing any of the above you will be removed from the practice list, and details of the incident will be passed on to the Kent Primary Care Agency.