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Ibstock SurgeryTel: 01530 263467
Barlestone SurgeryTel: 01455 299920
While we constantly strive to provide an excellent, friendly and efficient service, we realise that occasionally things do not go as smoothly as we would like.
If you are unhappy with something we have done, please speak to our Reception Supervisor, Tracey Seager at Ibstock or our Lead Dispenser, Sharon Ward at Barlestone in the first instance. If they are unable to help or you wish to escalate your complaint, please ask for Diane Sheasby, our Operations Manager.
We will always try and sort anything out as soon as possible but we do have an official practice complaints policy for situations which can't be resolved quickly and verbally.
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
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 Email: firstname.lastname@example.orgWrite: Millbank Tower, Millbank, London SW1P 4QP.
If you have a complaint or concern about the service you have received from this Practice, please let us know. We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints. Our Complaints system meets national criteria.
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, as this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint:
Complaints should be addressed to the Practice Manager, or any of the Doctors. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. 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.
We shall acknowledge your complaint within three working days and aim to send you a full response within 40 working days of the date when you raised it with us.
When we look into your complaint, we shall aim to:-
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 their permission to do so. A declaration signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
In accordance with the General Data Protection Regulation, patients (data subjects) have the right to access their data and any supplementary information held by Ibstock & Barlestone Surgeries; this is commonly known as a data subject access request (SAR). Data subjects have a right to receive:
Patients can have access on an ongoing basis to their medical record via the NHS App or SystmOnline. This service will enable the patient to view coded information held in their health record. Prior to accessing this information, you will have to complete a form and visit the practice and undertake an identity check before being granted access to your records.
In addition, you can make a request to be provided with copies of your health record. To do so, you must submit a Subject Access Request (SAR) form; this can be submitted electronically and the SAR form is available below. Alternatively, a paper copy of the SAR is available from reception. You will need to submit the form via email to email@example.com or return the completed paper copy of the SAR to the practice. Patients do not have to pay a fee for copies of their records. When the copy of your records is ready for collection, you will need to attend in person with ID before they can be handed over to you. You will be advised of the ID we require soon after we receive your completed form. Please ensure you put a current mobile phone number or email address so we can contact you.
Download a Subject Access Request form here or the Word version here.
Once the SAR form is submitted, Ibstock & Barlestone Surgeries have 30 days to process your request. We will try and do it sooner but due to the volume of requests we're receiving, this may not always be possible.
There may be occasions when the data controller will withhold information kept in the health record, particularly if the disclosure of such information is likely to cause undue stress or harm to you or any other person.
All our patients have been allocated a named GP who is responsible for patients’ overall care at the practice. In addition new patients will be allocated a GP on registration. If you wish to find out who this is, please ask when you are seeing a clinician and they will be happy to tell you. Alternatively call reception and they will let you know. If you have a preference for a particular GP, please let us know and we will do our best to accommodate your request. However please don’t forget that you are free to see any GP when you request an appointment (unless you need the duty doctor) and we will try and accommodate you.
Ibstock & Barlestone Surgeries comply with all infection prevention and control legislation and standards. Our nurse Jill Leeson is the infection control lead and Dr Sil is the GP with responsibility for this area. If you have any concerns or questions about infection prevention and control here at the surgery please raise these with Diane Sheasby, our Operations Manager in the first instance.
Please direct any Freedom of Information requests to the Business & Finance Manager in writing and we will fulfill them according to our practice Freedom of Information policy which reflects our legal obligations as set out by the ICO.
Here is the practice's Privacy Notice:
Ibstock & Barlestone Surgeries Privacy Notice
And here is an Easy Read version:
Ibstock & Barlestone Surgeries Easy Read Privacy Notice
Address policy for children who have more than one address