St Julians Medical Centre

Practice Pledge

You have the right to be treated with courtesy, dignity and respect.

- It is your responsibility to extend the same courtesy and politeness to the practice team.

You have the right to be seen urgently if your condition necessitates this.

- It is your responsibility not to mis-use urgent appointments that may be required for other patients.

You have the right to be informed if you will be kept waiting for more than 30 minutes past your appointment time.

- It is your responsibility to inform us in advance if you are unable to keep your appointment.

You have the right to request a home visit if your illness or infirmity renders you housebound.

- It is your responsibility not to request a home visit unless it is strictly medically necessary.

(Please note that your doctor has both the right and the responsibility to make a final decision on whether a home visit will be made.)

You have the right to collect your repeat prescription on the working afternoon 48 hours following your request.

- It is your responsibility to ensure that you order your repeat prescription in good time.

It is your right to expect a high standard of efficient and up-to-date healthcare.

- It is your responsibility to aid us in providing this, by being aware of the information contained in this website and in our practice booklet and accessing our services appropriately.

Zero Tolerance

Violent, threatening or abusive behaviour towards any member of staff within St Julians Medical Centre will not be tolerated and will be dealt with appropriately.

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 an NHS system for dealing with complaints. Our complaints system meets national criteria.

How To Complain

We hope that most problems can be sorted out easily and quickly, preferably 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 of your complaint:

• within 6 months of the incident that caused the problem

• or within 6 months of discovering that you have a problem provided this is within 12 months of the incident

Complaints should be addressed to Ceri Kenvyn, practice manager, or any of the doctors. Alternatively, you may ask for an appointment with Ceri 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.

What We Shall Do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 10 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

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 their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

Complaining To The Health Authority

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. This does not affect your right to approach the Local Health Board if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You should contact the Local Health Board at Wentwood Suite, St Cadoc's Hospital, Lodge Road, Caerleon, Gwent NP19 3XQ Tel: 01633 436200.

Freedom Of Information – Publication Scheme

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 routinely make available.
This scheme is available from reception.