Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

How do I make a complaint?

If you wish to complain please contact the Practice Manager Nicola Turner in writing:

Tel: 0115 9784374

Address: St Luke’s Surgery Radford Health Centre Nottingham NG7 3GW

Online:

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Sir John Robinson House

Sir John Robinson Way

Arnold

Nottingham

NG5 6DA

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

If you would like further information please follow the link to the ICB website:

Cervical screening is a way of preventing cancer. This is either by:

• finding and treating abnormal cell changes in the neck of the womb (cervix), these changes could lead to cancer if left untreated
• testing for the human papilloma virus (HPV)

It’s not a test for cancer, it’s a test to help prevent cancer.

• All women and people with a cervix aged 25 to 64 should be invited by letter.
• During the screening appointment, a small sample of cells will be taken from your cervix.
• The sample is tested for changes to the cells of your cervix.
• Finding abnormal changes early means they can be monitored or treated so they do not get a chance to turn into cervical cancer.
• You’ll get your results by letter, usually in about 4-6 weeks.

Try not to put off cervical screening. It’s one of the best ways to protect yourself from cervical cancer

For more information click on these links below:

We promise to provide a welcoming and confidential service to all our patients. Anyone over the age of 13 can be seen by any of our doctors or nurses alone, or with a friend in the strictest of confidence. *

We will take all your concerns and issues seriously, whether you just feel the need to talk to a professional person, or have more specific medical needs, we will always be happy to see you.

If you would like to speak to a receptionist in confidence when you arrive at St Luke’s please just ask and we will be more than happy to accommodate your request.

Services at St. Luke’s

When our young patients turn 13 we will send out birthday packages that include information on the surgery and the services that we provide, including the ones specifically aimed at our 13 to 25 year old patients.

Our range of services include:

• Sexual health checks (Including chlamydia screening)
• Contraceptive advice
• Emotional support
• Guidance and support with drug and alcohol use.
• Treatment and advice on skin issues such as acne, eczema or pigmentation problems.

St. Luke’s is also a ’pick up point’ for the C Card scheme which provides free condoms for people aged 13 – 24 years old.

* St. Luke’s Confidentiality Statement

St. Luke’s Surgery provides a confidential service to young people including those under 16 years old. You can choose to tell others about your visit but we wont. The only reason why we may consider passing on confidential information without your permission would be to protect you or someone else from serious harm. We would always try and discuss this with you first.

Let YOUR Voice be Heard

We would love to hear what you have to say about St.Luke’s. Why don’t you leave us feedback or suggestions about our surgery?

There is a suggestion box next to our reception, leave feedback on this website, or better still why not come to one of our Patient Participation Meetings and help St. Luke’s become ’Your Surgery’. (Please view our Patient Participation page from the left hand toolbar for more information)

Useful links to other services

https://www.childline.org.uk/

https://www.rediker.com/parentplus-studentplus/

Base 51 – Counselling for young people

https://www.ruthinking.co.uk/

Drug rehabilitation 24/7 helpline

https://www.ccardnottingham.com/

The NHS does not pay for some of the services we provide. These include private sick notes, insurance forms, holiday cancellation forms, medical reports, fitness to travel certificates, private prescriptions, passport signing and some vaccination services. Our fees for these services are displayed in the surgery.

If you require any vaccinations relating to foreign travel you need to make an appointment at the travel vaccination clinics in Nottingham.

This will allow you to advise the clinic which countries and areas within countries that you are visiting to determine which vaccinations are required.

To book your travel vaccines you can call Cripps Health Centre on 0115 846 8888 or Travel Doc on 0115 9475498.

Also Applegate pharmacy on 0115 978 5744 are now providing this service.

If you would like a chaperone present during your consultation, please advise the receptionist when booking your appointment or when checking in so we can arrange this for you.

Help and advice is also available for the following:

• Stopping Smoking
• Travel Vaccinations
• Reducing weight
• Sexual Health
• Healthy Eating
• Flu jabs

Social Worker and Occupational Therapy

The surgery can put you in touch with these services. Ask the doctor or nurse.

Care for the Seriously ill at Home

An excellent team of district nurses is based at the health centre.

Minor Surgery

Although the surgery is unable to provide this we do have a contract via Nottingham City CCG for services to be provided by another practice.

Each patient should be seen by appointment at least every six months by the doctor, nurse and optician for advice on the control of diabetes. Most will be seen more often.

Patients with asthma should be seen every six months. Either a nurse or a doctor can give up to date advice by appointment during surgery and will ensure your inhaler technique is correct

If needed, please complete your annual asthma review questionnaire online below:

These health checks are available to all patients, you will need to book an appointment at the reception desk to see the nurse. The appointments will last around 20 minutes and routine checks will include height, weight and blood pressure.

Urine will also be tested. Smoking, alcohol and diet advice will also be given.