The Health care complex is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation,  examination or procedure where they consider one is required. The chaperone may be a family member or friend, but on occasions a formal chaperone may be preferred.Patients are advised to ask for a chaperone if required, at the time of booking an appointment, if possible, so that arrangements can be made and the appointment is not delayed in any way. The Healthcare Professional may also require a chaperone to be present for certain consultations.

The Surgery have CRB checked members of staff who are used as a chaperone when requested;   Of course, a practice nurse or other clinician can be used if required and if available.

Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

How do I make a complaint?

If you wish to complain please contact the Practice Manager Val Ward either in person, by phone or in writing:

Tel: 01623 752312

Address: 52 Lowmoor Road, Kirkby in Ashfield, Nottingham. NG17 7BG

Online: Complaints & Comments Form

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Sir John Robinson House

Sir John Robinson Way

Arnold

Nottingham

NG5 6DA

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

If you do not want your data held at the surgery to be shared for reasons other than your care ask at reception for an Opt out form to register your Type 1 Opt-out preference.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in The Health Care Complex in the financial year 2022/23 was £137,170 before tax and national insurance. This is also before deductions for personal medical expenses and employers/employee pension contributions.

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New contractual requirements came into force from the 1^stApril 2014 requiring that GP Practices should make available a statement of intent in relation to the following IT developments:

1. GP to GP Record Transfers
2. Patient access to their GP record

GP to GP Record Transfers

NHS England require practices to utilise the GP2GP facility for the transfer of patient records between practices, when a patient registers.

It is very important that you are registered with a doctor at all times.  If you leave your GP and register with a new GP, your medical records will be removed from your previous doctor and forwarded on to your new GP via NHS England.  It can take your paper records up to two weeks to reach your new surgery.

With GP to GP record transfers your electronic record is transferred to your new practice much sooner.

GP to GP transfers will be active at the Health Care Complex in February 2015.

Patient  Access to Their GP Record

NHS England require all practices to offer the facility for patients to view online, export or print any summary information from their records relating to medications, allergies, adverse reactions and any other items agreed between the practice and the patient.

The Health Care Complex will be putting arrangements into place for patients to view their records by January 2015.

To provide professional, accessible, high quality, comprehensive healthcare services that inspires confidence in our patients and our community.

Our Vision

• To provide patient centred care and give a personal service which is tailored to the individuals health needs  providing patients with the best possible outcomes in a safe and welcoming environment.
• We aim to give patients choice of clinicians, treatments, Hospitals and dates of appointments by Doctors and staff who are approachable, respectful and patient- centred
• Our clinicians like to get to know the patients they serve so they can better understand their health priorities. We are patient advocates with secondary care as we represent patients as we negotiate with Hospital services.
• We aim to address health inequalities by prioritising those who need help the most.
• We aim to treat everyone with everyone with dignity and respect, no matter what difficulties they have in their lives.
• We welcome all patients to join our list no matter of their complexity
• We will continue to invest in our staff, diversifying and developing our skills and knowledge base to ensure that we have a highly skilled, resilient and adaptable work force to meet the needs of our patients and communities
• We will seek to collaborate and work in partnership to strengthen community links and respond to local, regional and national initiatives

Our Values

• We are accountable:

We ensure we take responsibility for our actions, and are open and transparent to the people who use our service.

• We are fair: 

We are consistent in the way we deal with people, both patients and staff, we act courteously, show consideration, compassion and understanding valuing each person as an individual.

• We are professional:

We strive to achieve a high level of medical care for our patients and responsive to medical need both for the individual and for the community as a whole. We maintain our professional learning and follow guidelines where appropriate to do so.

• We are caring:

We will put our patients at the heart of all that we do. 

We respect and value everyone for their contribution, we engage with the community and local resources where possible, we celebrate peoples’ differences and provide equality of opportunity for all without discrimination.

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