Please view our Information Governance policy here.

Please view our Chaperone Policy here.

Please view our Accessibility Policy here.

We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the practice manager who will deal with your concerns appropriately.

Further written information is available regarding the complaints procedure from reception.

All complaints about your GP are overseen by the Hampshire and Isle of Wight Integrated Care Board (ICB). If you do not feel you can complain directly to your GP Practice there is a specialist South East area complaints team who look at all complaints about GP practices, dentists, opticians and pharmacy services, and they can either be contacted directly: Frimleyicb.southeastcomplaints@nhs.net or via HIOW ICB Patient Experience and Complaints team at: hiowicb-hsi.patientexperience@nhs.net

NHS England require that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below.

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 form any judgement about GP earnings, nor to make any comparison with any other practice.

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.

The average pay for GPs working in Medina Healthcare in the last financial year was £62,825 before tax and National Insurance. This is for 4 part time GPs and 2 Locums who worked in the practice for more than six months.

The doctors, nurses and all staff at Medina Healthcare are committed to the provision of the best possible clinical, patient, partner and staff experience within available resources.

Everyone should wear a name badge, be polite to you and people close to you, and treat you with dignity and respect. You should also be polite and show respect to the team.

Values

• To uphold the Practice Vision, personally and as a Team.
• To work smartly aiming to achieve the most possible within available resources.
• To respect and trust individual strengths and weaknesses.
• There is a shared ownership and responsibility by partners, staff and patients.
• Be a positive ambassador for the practice and patients.
• Listen to and understand the needs of our patients, and wherever possible reflect those needs on our services.
• Provide excellent customer service, by ensuring we respond to patients in an open, caring and timely fashion and importantly keep our promises.

Objectives

• Provide an environment which is clean, safe, and conducive to high quality patient care.
• Continue to develop a culture of high trust and delegation – minimise micromanagement.
• Develop trust towards management and partners from employees, patients and from other parties.
• Ensure the Practice remains a viable going concern; meeting all parties’ aspirations where possible.
• Offer patients, with on-going health issues, a clinical programme, jointly owned by both of us, to ensure that reviews and medication are managed effectively.
• Ensure that clinical and non-clinical staff partake in Continuous Professional Development.
• Ensure we practice in accordance with national guidelines, recognise best practice, enable our patients and the Practice to benefit from continuous improvement and working with the wider healthcare environment to deliver innovative solutions.
• Utilise available technology to enable all our clinical staff to respond effectively to healthcare needs.
• Provide urgent appointments that enable patients, as a minimum, to talk to a clinician on the day.
• Ensure prescriptions are ready for collection with 48 hours.
• Provide non-NHS services in a timely fashion against an agreed tariff.
• Regularly communicate on Surgery performance.
• Respond quickly and pro-actively to any concerns about our services.
• Maximise individual professional fulfilment and pride in organisation.
• Maximise individual personal fulfilment.
• Improve internal communication.
• To be flexible in delivery of work and time.
• To be positive and maintain a forward looking attitude.
• Make quick clear decisions and deliver on decisions as agreed.
• Use external resources to inform and improve practice [CCG, appraisals, QOF etc].