Extended GP Access
You can be seen in the out of hours hub which is at Crown Street Surgery. The appointments can be made for both GP and Nursing staff and you can request this via reception. The hours of these run 18.30 – 20.00 Monday to Friday and all day on a Saturday and is suitable for those patients who wish to be seen outside of surgery hours.
Feedback and Complaints
We are continually looking to turn out patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences.
The best way to provide feedback and / or a complaint is via email or in writing by letter which can be posted to us or left in person with the reception team.
Emails can be sent directly to the Practice Manager on her email address:
or
You can send an email to admin email address: admin.bedfordpark@nhs.net
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received, if we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again,.
You will receive a final letter setting out the result of any practice investigations.
IF YOU NEED HELP WITH YOUR COMPLAINT
You can seek support with VoiceAbility either on their website: www.voiceability.org, by phone at: 0300 330 5454 or by email at: nhscomplaints@voiceability.org.
TAKING IT FURTHER
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel 0345 015 4033
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. Please ask at reception for the complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the Practice Manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The practice must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from patients’ medical records.
The practice has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.
Friends and Family Test
We want you to have the best possible experience of care. The NHS Friends and Family Test is a way of gathering your feedback, so we can continually review our service.
Your feedback will help us learn more about what you think of your experience – what you like and what you think we could improve. Ultimately, you’re helping us to make changes that will ensure we can offer the best possible care.
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Our staff are committed to providing quality healthcare for the benefit of all of our patients. View our policies to see how this is achieved.
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Smoking Cessation
Ealing Official Provision
The smoking cessation scheme was decommissioned by Ealing Council in March 2019; please can patients go to the London stop smoking portal, details below, which is the official provision for Ealing borough clients
Link: https://stopsmokinglondon.com/
Telephone Number: 0300 123 1044
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There are currently no vacancies.