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Complaints Procedure

Our aim is to provide the highest level of care for all our patients. We are keen to hear constructive feedback to improve the service we provide.

Making a complaint

We hope that most problems can be sorted out easily and quickly, often at the time they arise. If your problem cannot be sorted out in this manner and you wish to make a formal complaint, please let us know as soon as possible. This will enable us to investigate the details of your complaint.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaints policy

We take complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager by telephoning or, if you prefer in writing. Every effort will be made to answer your concerns as soon as possible.

Practice Manager
Dapdune House Surgery,
Wharf Road
Guildford
GU1 4RP

Telephone 01483 400200 

NHS Surrey have produced a Complaints Guidelines Leaflet
'Making your experience count'  - to download click here
 

Confidentiality

Patient information held by this practice is confidential.  Surgery staff have  access to this information as required in the provision of healthcare.

We only allow information out of the practice with your permission. We may share this information with other Health Professionals who require it in support of your health care.

 Patient Leaflet - What you need to Know

Patient Rights and Responsiblities

The aim of the practice is to provide good quality, easily accessible primary health care in a friendly environment.

We will:

• Treat you with respect and courtesy
• Ensure that your medical confidentiality is respected
• Inform you of services available by means of notice boards
• Offer advice to promote good health and avoid illness
• Aim to begin surgeries at the published times, and keep to time - any delays will be due to medical neccessity and the care of patients 

Patients’ Responsibilities

We ask that patients note the following:

• Please treat us with respect and courtesy.
• Please use the practice services in a responsible manner 
• Please be punctual for appointments
• Please do not miss appointments - it is a waste of valuable NHS time and resources 
• Very occasionally a patient may be verbally or physically abusive. This will not be tolerated. If necessary the police will be called and the patient permanently removed from the practice list

Under the terms of the Freedom of Information Act 2000 we are required to produce a publication scheme which can be accessed by the link below

Dadune House Surgery Publication scheme

Chaperones

Sometimes it is necessary to perform intimate examinations. If you would prefer a chaperone to be present, please ask the health professional you are seeing or at reception. There may be occasions when your health professional considers this advisable, and makes the necessary arrangements. It may be necessary to book a separate appointment for this when a chaperone is available.

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Disabled Access

There is a designated space in the car park   adjacent to the entrance to the surgery for the disabled. The ground floor of the practice is fully accessible to disabled people, including toilet facilities.

If you are disabled and have any special needs, please let us know, and we will do what we can to accommodate you.

Feedback

To help us improve our services please provide feedback to:

Practice Manager
Dapdune House Surgery
Wharf Road
Guildford
Surrey
GU1 4RP

Telephone: 0844 4778 900
Fax: 0870 8902 499