Victoria SquarePortisheadBristol, BS20 6AQTel: 01275 841630
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 cause for complaint. If this is the case we would like to be made aware of the problem so that the matter can be discussed and resolved as quickly and as amicably as possible, often at the time it arises and the with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint please let us know as soon as possible.
Please click here for a copy of our Patient Complaints Leaflet.
If you wish to make a complaint, please fill out one of our complaint forms: click here for Complaint Form
Both forms are also available from our reception desk.
Alternately please write to our Management Partner Kath Payne and she will endeavour to contact you within three working days. A response, following investigation of the complaint, will be sent to you within ten working days.
North Somerset Clinical Commissioning Group (CCG) and NHS England have responsibility for commissioning (planning and paying for) the healthcare of the local population. This means that depending on which service you are unhappy with, there are different organisations to address your complaints and concerns to.
NHS England has responsibility for primary care in North Somerset; GP practices, dental practices, opticians and pharmacies. If you have a complaint or concerns about a GP practice, dental practice, optometry practice (optician) or pharmacy you need to contact either the individual practice or the NHS England Customer Contact Centre:
Portishead Medical Group:
Post: Mrs Kath Payne, Portishead Medical Group, Victoria Square, Portishead, BS20 6AQ
Telephone: 01275 841630
Post: NHS England, PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 22 33
The North Somerset Clinical Commissioning Group (CCG) has responsibility for commissioning hospital, mental health, community, ambulance and GP out of hours services.
People with a formal complaint about these services can contact the CCG or the individual service provider (hospital etc):
North Somerset Clinical Commissioning Group, Castlewood, Tickenham Road, Clevedon, BS21 6FW
Telephone: 01275 885657
The Patient Advice and Liaison Service (PALS) can also raise issues to the service providers (hospitals etc) on your behalf or alternatively provide contact details of the service providers if you would prefer to communicate to them directly.
PALS, Suite 15, Corum 2, Corum Office Park, Crown Way, Warmley, BS30 8FJ
Telephone: 0117 947 4477 or 0800 073 0907
People with complaints or concerns about the decision making processes used by North Somerset CCG or the outcomes of decisions, can make a formal complaint to:
Email: firstname.lastname@example.org or email@example.com
Or contact the Patient Advice and Liaison Service (PALS)
Suite 15, Corum 2, Corum Office Park, Crown Way, Warmley, BS30 8FJ
In all complaint cases, the second stage of the NHS complaints process remains to make a request to Parliamentary and Health Service Ombudsman to review the complaint.
The Ombudsman will not investigate your complaint if you have not already complained to either the service provider (GP, hospital, mental health trust etc) or the commissioner (North Somerset CCG) first.
Our Infection Control and Prevention lead nurse is Mary Edmunds.
All GPs and staff at Portishead Medical Group are committed to minimising the risk of infection and ensuring the safety of our patients.
Incidents and Outbreaks of Infection
Infection Control Audits
Policies and Procedures
We are pleased to report that during 2016 there have been no incidents or outbreaks of infection at Portishead Medical Group
Audits are completed every six months and actions have been taken.
All rooms have daily cleaning schedules and every room is inspected weekly to ensure standards are being met.
Risk Assessments for Infection Control have been completed.
All staff have received training in hand hygiene and infection prevention and control issues.
All our policies and Procedures are reviewed annually.
If you have any comments or suggestions you would like to make about our Infection Control Programme please leave them in the Suggestion Box at reception.
You do not require a doctor's sickness certificate for any illness lasting seven days or less. Your employer may however require you to complete a self-certification form (SC2) which is available from your employer or on the HMRC website.
If you are sick for more than seven days, your employer can ask you to give them some form of medical evidence to support payment of SSP (statutory sick pay).
It is up to your employer to decide whether you are incapable of work. A medical certificate, now called a 'Statement of Fitness for Work’ (see below) from your doctor is strong evidence that you are sick and would normally be accepted, unless there is evidence to prove otherwise.
You could also provide evidence from someone who is not a medical practitioner, e.g. a dentist. Your employer will decide whether or not this evidence is acceptable. If your employer has any doubts, they may still ask for a medical certificate from your GP.
The 'fit note' was introduced on 6 April 2010. With your employer's support, the note will help you return to work sooner by providing more information about the effects of your illness or injury.
For more information see the DirectGov website (where this information was sourced)
The practice complies with data protection and access to medical records legislation. Identifiable information about you will only be shared with others in the following circumstances:
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.
Information about the General Practitioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the General Manager.
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the General Manager and may be subject to an administration charge. No information will be released without the patient's consent unless we are legally obliged to do so.
The NHS operates a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.
Patients are offered a chaperone for intimate examinations. Our reception and nursing staff are trained to act as chaperones. You should expect to be introduced to the chaperone but they are encouraged not to engage in further discussion unless directly asked. They will remain outside the curtain when undressing/dressing but stand by the head of the patient during any examination.
If you feel you may require a chaperone please approach reception whilst waiting for your appointment.
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