All Polices

Complaints Procedure

Complaints Procedure

Annex D – Complaints Leaflet

Complaints

All patients have the right to make a complaint against the New Lyminge Surgery.

If you would like to submit a complaint, we request that this is put in writing to the Practice Manager.

This will then be reviewed and you will receive a response to your complaint.

 

Patients can also make a complaint to the commissioner, NHS Kent and Medway, via the contact details below:

· Email: kmicb.patientexperience@nhs.net

· Phone: 01634 335095 Option 7

· Post: Patient Experience Team, 2nd Floor, Gail House, Lower Stone Street, Maidstone, Kent, ME15 6NB

 

Equality Mission Statement

To provide the highest level of general practice to our patients

To treat our patients with respect, preserving dignity and upholding standards of equality

To seek and act upon the views of our patients

To continually strive to improve our service

 

We are an organisation committed to ensuring that all our patients and staff are protected from unlawful discrimination.
Direct discrimination occurs where someone is treated less favourably and put at a disadvantage on discriminatory grounds in relation to his or her treatment. Direct discrimination may even occur unintentionally.

No patient will receive less favourable treatment on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.

No member of the practice’s staff – GP, nurse, administration or reception staff will receive less favourable treatment from patients on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment.

Any patient or employee who believes he or she may have been unfairly discriminated against is encouraged to use our Equality Policy.

Any patient who conducts himself or herself in a discriminatory manner (whether on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment) towards another patient or member of staff will be guilty of gross misconduct and will be dealt with according to our Equality Policy.

Any member of staff who conducts himself or herself in a discriminatory manner (whether on the grounds of sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, marital status, civil partnership, disability, sexual orientation or gender re-assignment) towards a patient or member of staff will be guilty of gross misconduct and will be subject to the Practice Disciplinary Procedure.

GP Earnings

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice. However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to for any judgement about GP earnings, nor to make any comparisons with other practices.

The average pay for GPs working at New Lyminge Surgery in the last financial year was £44,443 before tax and national insurance. This is for 1 full time GPs, 2 part time GPs and 2 locum GPs who worked in the practice for more than 6 months.

NHS England require that net earnings of doctors engaged in the practice is publicised and the required disclosure is shown above. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used for any judgement about GP earnings, nor to make any comparisons with other practices.