A number of key practice policies are listed here in alphabetical order. For further details of these and other poilices (not listed) please contact the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
Judges Close Practice 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 feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.
Wherever possible we would ask you to make this request at the time of booking appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.
Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.
If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact the surgery.
Customer service formWe make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint, please contact the Practice Manager, Sally Burfoot, in person or by phone, email or fax. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.
Our practice complaints leaflet gives details of the procedure and is available from reception, in our patient waiting area or by printing a Complaints Procedure Leaflet using the link below.
Complaints Procedure Leaflet
As a patient of the NHS you have the right to:
- Have your complaint dealt with efficiently
- Have your complaint properly investigated
- Be informed of the outcome of your complaint
- Take your complaint to the Health Services Ombudsman if you are not satisfied with the outcome.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionatel
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.
General complaints about primary care services (e.g. GPs,dentists and opticians)
These are managed by NHS England and they can be contacted by calling 0300 311 2233 or email: firstname.lastname@example.org
You can also use NHS South Commissioning Support Unit, which is part of the NHS, to process your concerns and complaints; however any investigation into your concerns will be carried out in this area by the Comments and Complaints Team, Horsham and Mid-Sussex CCG, Lower Ground Floor, Crawley Hospital, West Green Drive, Crawley, RH11 7DH.
Alternatively contact your local Heathwatch
Healthwatch, West Sussex helps local people people have their say about health and social care services. They collect people's stories, so 'healthwatch' can build up a picture of how well health services are performing for you. It is the new local consumer champion for health and social care and Judges Close Practice welcomes the part they play in ensuring standards are maintained. Healthwatch have inspected the practice in 2013.
Confidentiality & Medical Records
Locked blue folderThe practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Consent to contact
Please note that consent to contact via mobile phone (phone call or SMS) will be assumed if no other option is marked on the registration form or when the mobile phone number is provided to the Practice.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
This internet site has been developed with the intention of providing information only. Whilst all attempts will be made to maintain accuracy and validity, the Practice accepts no responsibility for events arising from use of the information provided. Although the advice for patients is as comprehensive and accurate as possible, it is only general and should not be used as a substitute for the patient consulting their own doctor.
We cannot guarantee uninterrupted access to this website, or the sites to which it links. We accept no responsibility for any damages arising from the loss of use of this information.
All links from this website are provided for information and convenience only. We cannot accept responsibility for linked sites, or the information found there. A link does not imply an endorsement of a site; likewise, not linking to a particular site does not imply lack of endorsement.
Medical Information on the Internet
- If you use the Internet for medical information always look for a balanced view - not just one site. Remember that anyone can publish anything on the Internet.
- Make sure the authors and their qualifications are listed. Look at what other reliable information the site refers to. Check that the site is regularly updated.
- Look for advertising which might influence the information on the site. Avoid online consultations or diagnoses. Check on privacy and confidentiality.
- Sites from outside the UK may mention treatments that are not available here.