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Learning from Complaints

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Learning from Complaints

At Priorslegh we want to develop a culture that values and welcomes complaints as a way of putting things right and improving our service.

We use complaints as a learning process that helps us understand our patients better. We also try to deal with complaints promptly, avoiding unnecessary delay. We find that resolving problems and complaints as soon as possible is best for both complainants and the practice.

This year again issues have been raised that we as a practice have benefitted from and below are just a few examples:

Confidentiality and the Third Party Rule

It became apparent through a complaint received this year that there are a lot of relatives who do not know about gaining consent that adheres to the third party rule.

Families that have elderly relatives registered with us and are worried about the patients’ health, have to obtain permission from the patient in writing and given to the practice. The letter will then be scanned on the patient’s records and an alert will be placed on the patient’s record. This will then allow a GP to discuss the relative with a third party without breaking rules of confidentiality. To highlight the issue the practice is now in the process of producing a patient leaflet to explain the procedure.

The 08444 telephone number and the cost to patients

As a practice we listened to our patients and even though we were still in a contract for another 18months we were determined to find a resolution. We are pleased to say that as a result of this negotiation our number changed on December 10th this year to a local 01625 code.

Test Results

A patient complained because he thought the practice should contact all patients that have any tests carried out in the hospital or surgery. As a practice this is something we haven’t got the man power to do. However it has made us more aware the need to explain to patients the process’s that needs to be followed when tests have been taken or hospital appointments attended to try and lessen their worries.

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Telephone Triage

Telephone Triage - How does it work and what is it for?

Priorslegh Medical Centre has operated a telephone triage service for some time, for those not familiar with a triage system here is how it works:

  • If you have an emergency and need to speak to a clinician urgently please phone the surgery in the morning or after 130pm for an afternoon call back
  • Triage is for emergency queries only, that does not include medication request or sick note requests
  • You have to be available to come down to the surgery within 2-3 hours if needed. If you are going to work then it is not an emergency for telephone triage.
  • Your call will be triaged along with nearly 100 other calls in a morning and the same number of calls in the afternoon; this means we cannot give you a time you will be called back.
  • Triage does not always mean you have to come to the surgery, if a clinician feels they are happy discussing your condition with you over the phone they can do a prescription for you if needed and it can be ready to collect the same morning.

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