All organisations that provide NHS or adult social care must follow the Accessible Information Standard by law. The Accessible Information Standard aims to make sure that disabled people have access to information that they can understand and any communication support they might need.
If you or your carer(s) have any communication or information needs relating to a disability, impairment or sensory loss, we will try to respond to those needs.
We want to make sure that we are communicating with you in a way that is easy for you and that you can understand. This could be as simple as using a larger font for any letters we send you or organising a Sign Language interpreter for your appointments.
Please don't wait for us to ask if you do have any communication or information needs - just let us know.
How we can help?
There are a variety ways to help you access information including, but not limited, to:
- Signing up for online access to book appointments, order prescriptions and see your record all online.
- Using the 'TypeTalk' textphone service simply by dialing a prefix (18002 from a standard phone, 18001 from a textphone) before the number being called. Registration is no longer required.
- we have an induction loop at reception to help those with hearing devices
- our reception team will happily answer or ask questions in writing at the reception desk
- organising an interpreter or advocate
- providing large font leaflets and letters.
- providing braille translations (where possible)
- we are also open to using alternative communication methods such as, for example, email for those with text to speech software.
Do you have a suggestion on other ways we can help?
Can we improve what we already offer?
Please let us know: Complete a Friends and Family Test online or in reception or just tell us next time you are in.
Further information on the Accessible Information Standard can be found on the NHS England website at:
It is helpful to know if you have a Carer (someone who takes on an unpaid caring role) or if you are a Carer for someone else. We have an established Carer's policy and a Carer's information pack available from Reception.
The practice is committed to providing a safe and comfortable environment where patients and staff are confident that best practice is being followed.
Patients are entitled to ask for a chaperone for any consultation, examination or procedure where they feel they prefer to have a chaperone.
The practice will endeavour to provide a formally trained chaperone upon request, but patients would help us by requesting a chaperone when booking an appointment where a chaperone is required. This may mean rescheduling appointments in order to meet this need.
A doctor, nurse or other health care professional may also require a chaperone to be present for certain consultations.
We operate a Practice Complaints procedure as part of the NHS system for dealing with complaints. Our system meets national criteria.
There is an established complaints procedure and leaflets are available from Reception.
All practices, in line with government guidelines, have a 'Zero Tolerance to Violence' policy. This means that any violent or abusive behaviour or perceived threatening behaviour, whether verbal or otherwise to staff or members of the public on practice premises will not be tolerated. We can refuse to provide a service, report the incident to the Police and request that the patient and their family be removed from their Practice list.