Feedback, complaints and Fair Access

Fair Access

You will be treated with respect and as a partner in your own health care. As patients, you are responsible for your 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 endeavouring to keep you healthy. If you would like a copy of our Practice Charter please do not hesitate to contact us, so that one can be sent to you.

Discrimination

We aim to provide comprehensive healthcare – both the prevention of illness and its treatment when the need arises. At Hanham Health we acknowledge that certain groups and individuals may experience discrimination through reasons of race, ethnic origin, colour, national origin, religion, disability, age, sexuality, gender, marital status, lifestyle, social status or appearance. Discrimination may be direct, indirect or actual victimisation. Our equal opportunities policies incorporate individual rights provided by the Human Rights Act. No individual or group applying for primary care services, employment or service contracts will be treated less favourably than anyone else.

Registering with our Practice

The practice is committed to ensuring that patients have appropriate access to our services according to their clinical needs. Patient registration with our practice is open to anyone who resides permanently in our practice area and who wishes to register with us for personal medical services.

Accessing the Practices Services

All patients applying for clinical care will be treated equally and services will be provided according to medical need. Medical assessment of all patients will be based on a clinical judgement of the patient’s problems and any treatment will be prescribed according to the likely effectiveness of that action, after informed discussion with the patient. Our team members have a responsibility to treat all patients and colleagues equally and to not subject any individual to discrimination of any kind.

Our Practice Team

In return we expect patients who choose to be registered with our practice to extend these principles to their individual contact with members of our team. Whilst patients obviously have the right to choose which clinician they wish to see, we are not able to tolerate actions, which could be interpreted as an act of discrimination, for any reasons, on the part of the patient against any individual member of our practice team.

Complaints of discrimination

Any complaints of discrimination will be treated seriously and fully investigated.

If you have any problems or concerns you can speak in confidence to either your doctor or a member of the management team, simply by contacting the surgery reception on 0117 935 2318.

General Complaints

At Hanham Health we aim to offer the best possible treatment and care at all times. We recognise, however, that things can go wrong on occasion resulting in a patient feeling that they have a genuine cause for complaint. You can help us improve the quality of our service by making constructive comments and suggestions.
If you are unhappy with the treatment or service you have received from Hanham Health, you are entitled to make a complaint, have it considered and receive a response from our organisation and / or the primary care practitioner concerned.

A full copy of our complaints and feedback procedure is available here.

Feedback

It is always nice to receive compliments and are always grateful to those patients who take the time to contact us with their positive feedback. Please let us know your thoughts by email sgccg.l81079.enquiries@nhs.net or in writing addressed to the Customer Service Manager. You can also record your feedback on our NHS Choices profile page .