Dr Elisabeth Jordan
Dr Andrew Hopwood

Accessibility & Complaints

Accessibility

At Bramcote Surgery we aim to provide optimum and equal access to our services.

Access to our services can be by phone, online or in person. We have a portable induction loop system for the hard of hearing and we can arrange for sign language interpreters to attend when required.

The toilet is adapted for use for the disabled.

We have one disabled parking bay in the car park at the rear of the Surgery and there are two public disabled spaces on Hanley Avenue.Wheelchair access is via a ramp, ring the bell if you require any assistance.

Accessible Information Standards:

As from 1st April 2016 all practices are required to record any specific communication and information needs of patients.

Therefore we are asking patients to inform us if you have any particular needs.

For example:

  • Larger print, easy to read text, a different language, contact via email, translation/interpreting services or BSL or braille.
  • Please speak with one of the receptionist team to find out more.

Complaints

We always try to give you the best services possible but there may be times when you feel this has not happened.

If you wish to make a complaint, please telephone, write or talk to Emma Rowe, our Practice Manager.  She is available every day after 9.30am and will be pleased to speak to you about any matters of concern you have.

  • Every complaint is handled initially by the Practice Manager (PM). In the event of a telephone complaint, the PM will speak to the patient.  If the PM is unavailable, a message is taken by reception staff and the PM will action as soon as possible. Patients are always advised that they, their carers or relatives, will not be treated adversely.
  • The patient concerned is contacted within 24 hours by the PM to ascertain details and if the matter cannot be informally resolved (verbally) an offer of sending a Complaint Information Leaflet is made.  Alternatively, patients can write a letter outlining their concerns addressed to the Practice Manager.  The Paractice Manager is also happy to meet with any patients if they so wish.
  • In the event of receiving a written complaint, depending on the nature of the Complaint, the PM will write to the patient within 3 working days outlining how the issue will be investigated and expected response times (usually within 14 days.)
  • The PM will investigate the circumstances and discusses the problem with the GP’s and/or staff, as appropriate.  A Practice response is formulated and the patient is contacted by letter within 14 days.

If you do not wish to complain directly to the Practice, you may contact NHS England’s complaints team:

Post:

NHS England
PO Box 16738
Redditch
B97 9PT

Email:

england.contactus@nhs.net

Telephone: 

0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)