Practice Policies

Complaints Policy

If you need to raise a concern regarding your treatment at the Practice then we will aim to resolve this through our Complaints Policy. A guide to the complaints procedure and how to submit your concerns to the Practice can be found here

Social Media Policy

There are many social media platforms that are widely used by both staff and patients; these include Facebook, Twitter, Instagram, YouTube and LinkedIn.

Dr Milner & Partners has a duty to maintain patient confidentiality and to safeguard vulnerable patients. You can help us achieve this by adhering to the code of conduct outlined in this policy.

Patients at the Practice are expected to adhere to the following code of conduct at all times:

  • The Practice requires all users of portable devices to use them in a courteous and considerate manner and respecting their fellow patients. Portable devices are not to be used during consultations.
  • Patients are not permitted to disclose any patient-identifiable information about other patients, unless they have the express consent of that patient.
  • Patients must not post any material that is inaccurate, fraudulent, harassing, embarrassing, obscene, defamatory or unlawful regarding the Practice or staff members.
  • Patients are not permitted to take photographs in the waiting room or areas where other patients are present, nor are photographs of staff permitted.
  • Patients must not post comments on social media that identify staff who work at the Practice.
  • Patients are requested not to make contact with any staff at the Practice via social media.
  • Patients are asked to use NHS choices should they wish to leave a review about the Practice. This method will enable the Practice Manager to respond appropriately.
  • Defamotary comments about our team are not to be shared on social media on any platform. Legal advice will be sought and the appropriate action taken against any patient who does not abide by this.

Patient complaints via social media

The Practice has a full, robust complaints procedure for patients who wish to make a complaint. We will only investigate and respond to complaints made in this manner in accordance with our complaints policy. If you wish to make a complaint, please contact the Practice directly for further information.

DNA Policy

Where appropriate, patients will be sent a DNA letter after a missed appointment where the patient has failed to cancel their appointment .  If patients miss a second appointment without cancelling then another DNA letter will be sent.  However if a third appointment is missed and the patient has again failed to cancel, where appropriate patients will be removed from the practice list and a letter will be sent informing them of this decision and advising them to register with another practice urgently.

Patients can appeal against the decision in which case the practice will consider their case taking into account the individual and their circumstances.  The practice will then make a final decision.

Violence and Abuse Policy

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.

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