This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.

Practice Policies including Complaints

pad_and_pen

COMPLAINTS

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

We operate a practice complaints procedure as part of a NHS system for dealing with complaints.To pursue a complaint please contact the Practice manager who will deal with your concerns appropriately. 

 Further written information is available on the complaints procedure from reception desk and on the website. 

General complaints about primary care services (e.g. GPs,dentists and opticians) are managed by NHS England and they can be contacted by calling 0300 311 2233 or email: england.contactus@nhs.net  

You can also use NHS South Commissioning Support Unit, which is part of the NHS, to process your concerns and complaints; however any investigation into your concerns will be carried out by the Clinical Commissioning Group with is Hosham and Mid-Sussex CCG.         Comments and Complaints Team, 
NHS Horsham and Mid Sussex CCG,  
Lower Ground Floor, Crawley Hospital, 
West Green Drive, 
Crawley
RH11 7DH 
Alternatively contact your local  
healthwatch http://www.healthwatch.co.uk/find-local-healthwatch 

Healthwatch, West Sussex helps local people people have their say about health and social care services. They collect people's stories, so 'healthwatch' can build up a picture of how well health services are performing for you. It is the new local consumer champion for health and social care and Newtons Practice welcomes the part they play in ensuring standards are maintained. Healthwatch have inspected the practice in 2013.

There is a free and independent service available to patients for advocacy support, should you need it when considering making a complaint.

Healthwatch West Sussex Independant Health Complaints Advocacy Service (IHCAS)

Telephone 0300 012 0122

E-Mail  helpdesk@healthwatchwestsussex.co.uk 

Address: The Billingshurst Community Centre,Roman Way, Billingshurst,West Sussex RH14 9QW                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                   

Confidentiality bluefolder

The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases Anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Chaperone Policy

Newtons Practice is committed to providing a safe, comfortable environment where patients and staff can be confident that best practice is being followed at all times and the safety of everyone is of paramount importance.

All patients are entitled to have a chaperone present for any consultation, examination or procedure where they feel one is required. This chaperone may be a family member or friend. On occasions you may prefer a formal chaperone to be present, i.e. a trained member of staff.

Wherever possible we would ask you to make this request at the time of booking appointment so that arrangements can be made and your appointment is not delayed in any way. Where this is not possible we will endeavour to provide a formal chaperone at the time of request. However occasionally it may be necessary to reschedule your appointment.

Your healthcare professional may also require a chaperone to be present for certain consultations in accordance with our chaperone policy.

If you would like to see a copy of our Chaperone Policy or have any questions or comments regarding this please contact Ms Nicola Serdiuk the Reception Manager.

Consent to contact

Please note that consent to contact via mobile phone (phone call or SMS) will be assumed if no other option is marked on the registration form or when the mobile phone number is provided to the Practice.


Freedom of Information

The ICO has published a new Model Publication Scheme that all public authorities are required to adopt by 1st January 2009.

Model Publication Scheme - further information



Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website