Norton Brook Medical Centre

Practice Charter Standards

Complaints
Norton Brook Medical Centre aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service, please let us know. Speak to whomever you feel most comfortable - your GP, our practice manager or our reception staff will be happy to help. Alternatively, a "Complaints and Suggestions" form is available on the reception desk. This can be completed and "posted" in the box provided. In the majority of cases, concerns can be resolved quite easily. The receptionists are able to give you a copy of our complaints policy. However, if you feel that we have not dealt with the issues you have raised as you would wish, you can write to the complaints manager at NHS Devon.

NHS Devon also operates a Patient Advice and Liaison Service (PALS) which can often help resolve any problems before they become formal complaints.

Patient Confidentiality
We respect your right to privacy and keep all your health information confidential and secure. It is important that the NHS keeps accurate and up-to-date records about your health and treatment so that those treating you can give you the best possible advice and care.

This information is only available to those involved in your care and you should never be asked for personal medical information by anyone not involved in your care.

You have a right to know what information we hold about you. If you would like to see your records, please call our office manager at Norton Brook Medical Centre.

Zero Tolerance
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. We take seriously any threatening, abusive or violent behaviour against any of our staff or patients. If a patient is violent or abusive, they will be warned to stop their behaviour. If they persist, we may exercise our right to take action to have them removed from our list of patients, immediately if necessary.