|Monday||7.15am - 6.30pm|
|Tuesday||7.00am - 6.30pm|
|Wednesday||8.00am - 8.00pm|
|Thursday||7.00am - 6.30pm|
|Friday||8.00am - 6.30pm|
Our aim is to provide a comprehensive range of medical services and preventative health care within the available resources. The practice will continue to improve its services by training and the use of advancing technology.
We do not discriminate on grounds of race, gender, social class, age, religion, sexual orientation, appearance, disability or medical condition. We are always pleased to receive comments from our patients about the service we provide. A comments form is available online or in reception. Please complete personal details if you would like a reply.
Please treat our staff with the same courtesy and respect that you would expect to receive from them. Patients who are violent, abusive or threatening towards staff or other patients will be removed from our lists immediately.
Chiltern Clinical Commissioning Group
Chiltern District Council Offices
King George V Road
PALS (Patient Advice and Liaison Service)
The Care Quality Commission is the independent regulator of health and adult social care in England.
They monitor, inspect and regulate health and social care services to make sure they are providing people with safe, effective, compassionate and high-quality care.
Further information about the Care Quality Commission (CQC) is available from CQC website.
The CQC can be contacted on 03000 616161 (National Customer Centre).
The Freedom of Information Act (FOI) came into force on 1 January 2005 and allows public access to information held by public authorities.
The Act covers any recorded organizational information such as reports, policies or strategies, that is held by a public authority in England, Wales and Northern Ireland, and by UK-wide public authorities based in Scotland, however it does not cover personal information such as patient records which are covered by the Data Protection Act.
Public authorities include government departments, local authorities, the NHS, state schools and police forces. The Act is enforced by the Information Commissioner who regulates both the Freedom of Information Act and the Data Protection Act.
Under the FOI Tower House Surgery has produced a Publication Scheme leaflet which sets out the information which we have made available to the public. The leaflet can be obtained from the Surgery on request.
Anyone can make a freedom of information request-they do not have to be UK citizens or resident in the UK. Anyone, anywhere in the world can make written requests for any recorded information.
Freedom of information request can also be made by organisations, for example a newspaper, a campaign group or a company.
Persons do not have to give a reason why they are requesting information.
Persons do not have to show identification – they could use a fictitious name, however we may decide to check their identity if it is clear they are using a pseudonym or if there are legitimate grounds for refusing their request e.g. if their request is vexatious or repeated.
People requiring information must put it in writing.
They must provide an address for correspondence; this can include a postal or email address.
Personal data about staff and patients covered under Data Protection Act.
We always try to give you the highest standard of care and service within the resources available to us. If, however, you feel we have failed you in any way, you have a right to initiate our complaints procedure.
We hope you will use our procedure to tell us what you feel has gone wrong and, and allow us the opportunity to put right any problems you have identified, or mistakes that have been made. However, we are not able to deal with the question of legal liability or compensation.
If you wish to make a complaint, please telephone, or write to our Practice Manager, Julie Sequeira She will take full details of your complaint, and decide how best to undertake the investigation.
A copy of our Complaints procedure is available from reception.
We think it is important to deal with complaints swiftly.
Any complaint will be acknowledged by letter and an investigation will commence. We aim to report back to you within 10 working days. We hope you will understand that, occasionally, if we make more detailed enquiries, it may take a little longer, but we will keep you informed.
We try to address your concerns fully, provide you with an explanation, and discuss any action that may be needed.
We hope that you will feel satisfied that we have dealt with the matter thoroughly.
Please note that we have a duty of confidentiality to patients - a patient's written consent is therefore required if a complaint is made on their behalf. If you are not satisfied with the way we, have dealt with your complaint you can ask the Parliamentary Health Service Ombudsman to look into it.
The Parliamentary Health Ombudsman is an independent body who will investigate complaints about unfair or improper action, or poor service, by UK Government departments, their agencies, and the NHS in England.
If you feel you cannot raise your complaint with us you can contact:
Patient Advice and Liaison Support Service (PALS)
0800 328 5640 (24 hour message facility available)
Independent Complaints Advocacy Service (ICAS)
If you need help to make a complaint you can contact the local Independent Complaints Advocacy Service (ICAS). This is an independent body set up to represent patients’ interests. ICAS also offers interpreting services to those who require them.
3rd Floor, Kingfisher House
For complaints about other provider services such as local hospitals or the NHS 111 Service, please see this leaflet for contact details...
Your doctors, the staff at this practice and everyone else who works within the NHS have a legal duty to maintain the highest level of confidentiality about patient information.
Information about you, your medical treatment and family background may be recorded, either on paper or in computer files, as part of providing you with health services.
We need to keep this information in order to provide proper care for you and to allow others to check the treatment that you have received.
It is important to let us know of any change of name/address/telephone number. This will make it easier to contact you and to keep your records up to date. Forms to change these details are available online via our Online Services or at reception.
Contractual requirements came into force from 1st April 2014 requiring that GP practices should make available a statement of intent in relation to the following IT developments:
From April 2015, the government requires all practices to allocate their patients with a named GP. The named GP will have overall responsibility for the care and support that you are provided with.
This does not prevent you from seeing the GP of your choice in the practice as you are currently able to do.
If you would like to know who your named GP is, please ask the receptionist on your next visit or use our Practice Query facility.