Other Important Information

Disabled Access

We have full disabled access facilities. The main consulting rooms and disabled toilet are on the ground floor.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients, be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Suggestions/Complaints

We are happy to accept suggestions. If you have a problem with any of our services or a complaint, please ask to speak to the practice manager or put your complaint in writing and it will be dealt with swiftly by the practice manager or one of the partners.

Confidentiality

We ask for personal information so you can receive care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by members of the practice team.

Correspondence via email

We are receiving increasing numbers of emails from patients for the attention of doctors, asking for opinions or information, requesting contact from the doctor by phone or email or simply passing information on to the doctor. 

The doctors need to manage their workload for the benefit of patients and this means that they deal with the most urgent matters first.and Email correspondence is dealt with in the same way as written correspondence: So, sending a message by email will not provide a 'fast track' to the doctor - if you have an urgent medical need, please make contact with the surgery by phone or in person so that this can be promptly assessed and treated without delay.

NO ANTIBOTICS CAN BE ISSUED VIA AN EMAIL REQUEST - THE DOCTOR WOULD NEED TO SEE YOU   

Please note we also do not make appointments/correspond via Email or Fax requests, neither do we take any responsibility for its delivery. 

Please note the email facility is unmanned and will not be replied to in any circumstances. 

Social Media

 The partners at Hailwood Medical Centre welcome comments and suggestions from their patients and these can be submitted via our website or in writing to the practice manager.  The GP partners have noticed a developing trend where a patient will use a Social Media site, such as Facebook, to make a personal attack on a member of the surgery staff or to make false statements about the surgery.The partners reserve the right to remove a patient from the surgery list and report them to the social networking site if they are found to have made libellous statements or defamatory comments about the surgery or a member of the surgery staff. 

 If you have a comment or complaint about the surgery we encourage you to report this through the correct channels. The practice always investigates complaints and responds to patients in a timely way. Thank you.

Freedom of Information

The Freedom of Information Act 2000 obliges the practice to produce a Publication Scheme. A Publication Scheme is a guide to the “classes” of information the practice intends to make routinely available. An information leaflet is available at reception

Telephone Recording

For reasons of legal liability, training and monitoring. All telephone calls are recorded. 

These recordings are strictly confidential and dealt with in the same way as patients’ medical records.

Patients can request transcripts of the recorded telecall pursuant to S5 DPA