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 King Street & Bobblestock Surgeries 

 

King Street Surgery, 22a King Street, Hereford, HR4 9DA | Tel. 01432 272181  

        Fax. 01432 344725

 

Bobblestock Surgery, Grandstand Road, Hereford, HR4 9LP | Tel. 01432 354573

 

 You may be aware that King Street Surgery will be merging with four other Hereford medical practices on the 1st July 2018, to become Hereford Medical Group.

Unfortunately, as a result of the merger process all Patient Access on-line services will be unavailable from the 1st May until the 2nd July 2018.

 

The following on-line Patient Access services will be unavailable from 1st May to 2nd July:

Ordering repeat prescriptions, booking appointments, sending electronic messages, changing address details and registering as a new patient.

 

Please phone our prescription line 9.30am-12.30pm Monday to Friday on the above numbers option 2, alternatively you can e-mail kingst.prescriptions@nhs.net or order in person at either site in writing.

To register as a new patient you must visit the surgery.

 

We are unable to process routine prescription requests from Wednesday 9 May until Tuesday 15 May due to computer updates.

 

After the 2nd July 2018, patients who wish to use the Patient Access on-line services will be required to re-register for this service, by visiting reception at King Street Surgery or at another of the Hereford Medical Group sites with a form of ID.  We sincerely apologise for any inconvenience this may cause.  We would like to thank you for your understanding and patience during our merger process.

 


Making a Complaint

 

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

  • Within 12 months of the incident
  • or within 12 months of you becoming aware of the matter        *giving as much detail as you can.

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects.

 

Send your written complaint to:

Kate Jones, Practice Manager

Bobblestock Surgery, Grandstand Road

Hereford HR4 9LP 

 

 

What we do next

 

We look to settle complaints as soon as possible.

We will acknowledge receipt within 5 working days, and aim to have investigated the matter within 20 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete your complaint will be determined and a final response sent to you.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

 

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response. 

 

   

Complaining on Behalf of Someone Else

 

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are
unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express
permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond directly with the patient, or may be able to deal directly with the third party but this depends on the wording of the authority provided.

 

If you are dissatisfied with the outcome

 

You have the right to approach the Health Service Ombudsman.

The contact details are:

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

Tel:    0345 0154033

Website: www.ombudsman.org.uk

 

You may also approach NHS England who can provide advice on behalf of the Herefordshire Clinical Commissioning Group.  The contact details are:

NHS England, PO Box 16738, Redditch B97 9PT

Tel: 0300 311 2233

 

Onside Advocacy Service can also provide advice and support if you wish to take your complaint further.  This is a free service and can be contacted on 01905 27525

The Care Quality Commission can also be contacted via their website at www.cqc.org.uk

Practice Complaints Manager is:

Kate Jones, Practice Manager

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