1. You can always feedback to the surgery directly either in person or anonymously. It helps to feedback with your name so that we can address your specific concerns. Even if it is not pleasant to us, we will still address your concerns. We promise that your feedback will not affect how we care for you. We always have the intention to be helpful so if we fall short of your expectations we will try to put things right or at least provide an explanation.
2. Formal complaint: You have the right to complain about the care we have given you. Sometimes trying to address your concerns directly can lead to better changes than a formal complaint. However we will investigate your complaints and respond to them. Unfortunately sometimes due to factors beyond our control we are not able to meet your expectations. However we will try to explain to you why we are taking the decisions we take. We ask you to work with us to improve things as much as we can.
3. General comments: You are always welcome to give your comments on how you think we can improve things. We promise that if you comment with your name there will not be any negative effect on your care. If you provide your name and contact with your comment, we may be able to contact you with our response.
However, we ask that you express your concerns without abuse, swearing or threatening as we do not tolerate such behaviour.
When we request a blood, stool or urine test, we recommend that you contact reception after about 1 week of doing the test to see if we have the results. If we have the result Reception will advise you of the recommended action. Some tests may take longer for us to receive or process. For XRays or scans that the surgery request, please ask at the time you do the test when they expect to send the result to the surgery and contact reception around the time they advise.
For tests requested by other healthcare professionals elsewhere, please contact the person who requested the test for the results.
It helps to prepare for your hospital appointments. You may write down questions you want answers to and write down what they tell you during your appointment. You may also go with a relative to support you if that is possible.
The person who requests a test is the one who usually receives it. The person who requests the test is responsible to make sure you understand the reason for the test and the results. It is better to receive the results from them so that you can discuss any actions with them.
The GP may not always be aware of why a test was done or what the planned action after the test is. Please be understanding if the GP explains this to you
If you are given a prescription at the hospital, always ensure you collect it from the hospital pharmacy. If you are not able to collect it speak to the person prescribing. They can give you a prescription that will allow you to collect your medication from a community pharmacist. If they are not able to issue a prescription for you to collect from a community pharmacist, then you should collect the medication from the hospital. If the hospital pharmacy tells you to collect from your GP, advise them to inform the person who gave the prescription to make appropriate arrangements for you to receive your medications. As a general rule, the GP surgery may not re-write a prescription given by the hospital or other clinicians.
Any medical doctor in the UK can issue a medical certificate. If a doctor decides you are not fit to work, it is their responsibility to give you a certificate to cover the whole period. For example, after an operation, the hospital should give you a certificate to cover the period you are generally required to be off. This can be 6 weeks or 12 weeks or longer in certain cases. Inform them that your GP said it is their responsibility. You can show them this information.
The GP does not have much influence on the time the hospital gets to see you after referral. Even if a GP requests an urgent appointment, the hospital still determines whether to give you an urgent appointment or not. If the hospital asks for another letter from your GP in order to see you sooner, you may ask them why they cannot see you if they have an appointment available but require another letter.
By law, the person who signs a prescription is responsible for the prescription. As such the GP has to be satisfied that the arrangement for the medication is appropriate. The GP has to agree with the reasons for the medication. Some medications require special training and monitoring. Your GP has to be sure that the Consultant has explained the risks of the medication to you and made appropriate arrangements for the monitoring.
GPs are professionals in their own right. If your GP is not willing to take responsibility for anything recommended by a Consultant for any reason, the GP does not have to agree with the Consultant. In such cases the Consultant can arrange the treatment or intervention themselves for you. Some Consultants ask for you to collect your specialist medications from your GP because it is more convenient for you. However convenience must not be put over safety. Besides, consultants can now send prescriptions to you by post or electronically to a Chemist near you if they want. They can also arrange with your local hospital to do blood tests for you without going through your GP.
In many cases the GP is able to accommodate the recommendations of the Consultant and accept to share the management responsibility with the Consultant. However this is not always the situation and the GP is entitled to disagree with the recommendations of the Consultants.
To help the NHS balance costs sometimes we may prescribe a cheaper version of medication. Cheaper does not mean less effective or less safe. Every medication licensed in the UK should be safe and effective. Some medicines are cheaper than others because of the price set by the manufacturer. This is the same in everyday life where the same item may be cheaper in certain shops than others. In the case of medicines, what we consider to be the same is the active ingredient.