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Noticeboard

The Harvey Practice Broadstone is closed from 6pm for all telephone contact and emergencies.  The telephone message will advise that you should dial 111 if you require medical assistance or 999 in the event to an emergency.  The Practice is open for pre-booked appointments until 8pm Mondays and Tuesdays, and 6.30pm Wednesday to Friday; prescriptions can also be collected during these times.

FLU - NHS England have recommended flu vaccines dependent on age and existing medical conditions and you will receive either the newly licensed Adjuvanted Trivalent or the Quadrivalent.

The Surgery will contact you to ensure you receive ‘your’ vaccine at the appropriate time.  Flu Clinics will be held during September, October and November.

If you are aged 65 and over your recommended flu vaccine is the Adjuvanted trivalent vaccine (newly licensed).

If you are aged between 18 and 64 and eligible for the flu vaccine due to an existing medical condition or you are pregnant your recommended flu vaccine is the Quadrivalent vaccine.

Important message for those patients who use SystmOnline - be aware of an official looking email asking you to click a link to log in because 'we are changing the system and need to update'.  SystmOnline has NOT sent emails and this is a scam.  Please contact the surgery if your online access is affected. Thank you.

We are working to improve access to appointments for our patients, in particular at evenings and weekends.  If you would like to be offered one of these appointments, please ask.  These appointments may be at a  different site; for example, Poole General Hospital, Dorset County Hospital, Weymouth Walk-in Centre, Royal Bournemouth & Christchurch Hospital. 

We are looking for people to join our Patient Representative Committee, the group meets 4 times a year.  Please leave your details with reception if you are interested and the Practice Manager will be in contact.

Practice Policies

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.

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.

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.

 

Complaints

Customer service form

PRACTICE COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria Miss Fiona Pickering (Practice Manager) is the complaints manager. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

How to complain

Our aim at The Harvey Practice is to provide you with a high standard of medical treatment and care. We are keen to learn of any instances where you may feel we have fallen short of our aim. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details or your complaint within 12 months of an incident happening or of becoming aware of the matter complained about.

The 12 month time limit does not apply if the practice is satisfied that there were good reasons for not making the complaint within that time limit or that despite the delay, it is still possible to investigate matters fairly and effectively.

Complaints made orally and resolved to the complainant’s satisfaction not later than the next working day are not included in these complaints procedures. Written complaints should be addressed to the Practice Manager.

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, the written consent of the person concerned will be needed, unless they are incapable (because of illness) of providing this.

What we shall do

We shall acknowledge your complaint within 3 working days either orally or in writing, and offer to discuss the matter with you. If you do not wish to accept the offer of a discussion, we will decide how to handle the complaint, based on the available information. We will aim to have looked into your complaint within 14 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • make sure you receive an apology, where this is appropriate
  • identify what we can do to make sure the problem does not happen again
  • advise you of your right to take your complaint to an alternative body (see below)

We will provide a written response as soon as reasonably practicable after completing the investigation.

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you remain dissatisfied with the response to the complaint you have the right to complain to an alternative body. (see below.)

If you wish, you can choose to complain to any of the following organisations rather than to the practice:

Parliamentary and Health Service Ombudsman

By post: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

By email: phso.enquiries@ombudsman.org.uk

Website: www.ombudsman.org.uk

By telephone: 0345 015 4033

 

NHS Commissioning Board- NHS England

By post: NHS England, PO Box 16738, Redditch, B97 9PT

By email: england.contactus@nhs.net with ‘For the attention of the complaints manager’ in the subject line.

By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) They will take a note of your complaint and arrange for it to be passed to the complaints manager.

 

Healthwatch

In person: at any Citizens Advice Bureau in Dorset, Poole or Bournemouth. By telephone: 0300 111 0102

By post: Healthwatch Dorset, Freepost BH1902, 896 Christchurch Road, Bournemouth, BH7 6BR

By email via the webite: www.healthwatchdorset.co.uk

 

The Independent NHS Complaints Advocacy Service

By telephone: 0300 343 7000

Via their website: www.dorsetadvocacy.co.uk

A free confidential service that advises and supports people who are complaining about the NHS. The service is independent of the NHS and is currently provided in Dorset, Poole and Bournemouth by Dorset Advocacy.

 

Independent Mental Capacity Advocate (IMCA) Resource

By telephone: 0845 3891762

IMCAs are a legal safeguard for people who lack the capacity to make specific important decisions: including making decisions about where they live and about serious medical treatment options. IMCAs are mainly instructed to represent people where there is no one independent of services, such as a family member or friend, who is able to represent the person.

The Care Quality Commission

By phone: 03000 616161

Via their website: www.cqc.org.uk

You can contact the CQC if you are unhappy with a service even when you don’t want to make a complaint.

Violence Policy

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.



 
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