Information

Comments And Suggestions

We are happy to accept and consider comments and suggestions from our patients as we constantly explore ways in which we can improve our service. From time to time we will be asking for your opinions and suggestions regarding specific topics. This will be in the form of a short questionnaire. If, in the meantime, you wish to express your views, please write to Steve Brown, Business Manager.

Complaints Procedure

We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Authority. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.

We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

Disabled Access

There is a ramp in the car park at Harptree Surgery which allows access to the surgery via the front door. All patient services are at ground floor level. A disabled patients’ WC is situated opposite the consulting rooms.

Clinical Commissioning Group

The practice is part of the Bath and North East Somerset Clinical Commissioning Group (CCG). They can be contacted at St Martin’s Hospital, Midford Road, Bath BA2 5RP, telephone: (01225) 831800.

Freedom Of Information

The Freedom of information Act 2000 obliges the practice to produce a Publication Scheme. A Publication scheme is a guide to the ‘classes’ of information the practice intends to routinely make available. The scheme is available from reception.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses the GPs, staff or other patients be it verbally, physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

Patient Confidentiality And Data Protection

We ask you for personal information so that you can receive care and treatment. This information is recorded on computer and we are registered under the Data Protection Act. The practice will ensure that patient confidentiality is maintained at all times by all members of the practice team. However, for the effective functioning of a multi-disciplinary team it is necessary that medical information about you is shared between members of the practice team.

Useful Telephone Numbers

Bristol Royal Infirmary 0117 923 0000
Royal United Hospital, Bath 01225 428 331
Paulton Hospital 01761 412 315
Weston General Hospital 01934 636 363
Southmead Hospital 0117 950 5050
NHS Direct 0845 46 47
Avon Primary Care Support Agency 0117 976 6600
Out of Hours 111

Walk In Centres

Urgent Care Centre
South Bristol NHS Community Hospital
Hengrove Promenade
Hengrove
Whitchurch Lane
Bristol BS14 0DE

This Urgent Care Centre replaces the South Bristol Walk-in Centre (previously in Knowle West), which has now closed. The Urgent Care Centre can provide all the services of a Walk-in Centre with the addition of being able to refer for on-site X-rays and other diagnostic tests.

GP Patient Survey results

The results of the National GP Patient Survey for Harptree Surgery are now available.

Please note: to view the above document you will require Adobe PDF Reader; it is free and can be downloaded by clicking here.

Support for Carers

The Carers’ Centre (Bath and North East Somerset) offer a whole range of free support for anybody who looks after someone else. You might be looking after a partner, child, relative or friend who can’t manage without you. This might be in your own home, or perhaps you visit someone regularly. You might cook and shop for them, or help wash and dress them. You might help them to pay bills or take medication, or just provide emotional support, a friendly listening ear. The centre provides one-to-one support, breaks, activities, support groups, emergency planning, a Young Carers service (for children aged 5-25), counselling, befriending and much more, all free of charge. Contact them via www.banescarerscentre.org.uk or Freephone 0800 0388 885.

GP net earnings

All GP practices are required to declare the mean earnings (eg average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working at Harptree & Cameley Surgery in the last financial year was £37,489 before tax and national insurance.  This is for 3 full-time GPs and 4 part-time GPs who worked in the practice for more than six months.

Electronic Appointment Booking

This enables you to book and cancel appointments online, order repeat prescriptions, view your results and your medical records.

To register please call in at either surgery with photographic proof of identification and a recent proof of address.

Results

If you wish to telephone for results please call between 11.00 – 14.00

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