Committed doctors, nurses and staff whose priority it is to provide high quality care and to treat you with courtesy and respect
Opening hours from 8.00am – 6.30pm Monday to Friday, and some evening surgeries after 6.30pm, and early morning from 7.00am.
Appointment choices, bookable up to 6 weeks ahead. Appointments can be booked online (please ask for details), or by phone
Opportunity to talk directly to a doctor or nurse on the phone for advice
A range of clinics and services to help you stay healthy
Honesty and openness if things go wrong.
What we ask from you:
Request an urgent appointment only if your problem is genuinely urgent
Arrive for your appointments on time, and let us know as soon as possible if you need to cancel
Keep us informed of any change of address and contact telephone numbers
Treat doctors and staff with courtesy and respect
Tell us if you are unhappy with anything
How to Complain
We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like to know as soon as possible - ideally, within a matter of days - as this will enable us to establish what happened more easily.
Complaints should be addressed in person, or in writing, to the Practice Manager or to a doctor. He/she will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about the detail of your complaint.
What we will do
We will acknowledge your complaint in writing within 3 working days and aim to have looked into your complaint within 10 working days of the date you raised it with us. We will then be in a position to offer you an explanation, or a meeting with the people involved. When we investigate your complaint, we aim to:
find out what happened and what went wrong
enable you to discuss the problem with those concerned if you would like this
make sure you receive an apology, where this is appropriate
identify what we need to do to make sure the problem does not arise again.
Complaining on behalf of someone else
Please note: we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know you have his/her agreement to do so. A note signed by the person concerned will be needed, unless they are incapable (eg because of illness) of providing this.
Complaining to the Primary Care Trust
We hope, if you have a problem, that you will use our Practice Complaints Procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach the Local PCT if you feel you cannot raise your complaint with us, or are dissatisfied with the result of our investigation. You should contact:
Patient Advisory Liaison Service (PALS)
Gilbert Hitchcock House
21 Kimbolton Road
Bedford MK40 2AW
All our staff are bound by the rules of confidentiality and the Data Protection Act. Please do not request any information relating to another patient without written authorisation for us to release the information. If you have any questions about this standing instruction to all staff, please ask to speak to the Practice Manager.
All our patient records are now computerised. This is password protected and accessible only to staff for the purpose of patient care and administration.