Compliments & Complaints
Praise Thanks and Complaints
We are always keen to improve the service we offer. One of the most effective ways to achieve this is to listen to our patients and actively seek their feedback.
We are extremely grateful for the letters of thanks we receive and the kind comments given to our staff. We rarely receive formal complaints but when we do we try to resolve issues as quickly as possible.
Both praise and complaints are treated in the same way, in that, both are learning opportunities for the practice. Learning outcomes from satisfied or dissatisfied patients are shared with all the staff and changes to working practice, procedures or protocols are implemented accordingly.
You will see from the tabs at the top of this page there are several ways you can give your feedback. It is the practice policy to actively discourage the use of social media for giving feedback good or bad as this in not a confidential domain for our patients to use.
We do encourage you to use NHS Choices (see above) to leave your comments and satisfaction ratings but we also welcome the opportunity to give you a personal response. If you do use this method we kindly ask that you contact Karen Greaves Practice Manager to let her know who you are and give us the opportunity to thank you personally or to address your concerns appropriately.
We welcome any suggestions for improvements in our Practice, and if you have a complaint about any specific episode, we’d like to hear about that too. If you don’t tell us we can’t make things better. You can write to one of us, tell a receptionist or doctor, or ask to speak to our Practice Manager, who has particular responsibility for this area. We take both suggestions and complaints seriously and guarantee to respond to you.
Please download our patient complaint procedure leaflet Complaint Leaflet:
For non urgent matters only, please contact Karen Greaves Practice Manager on 01279 818006
For any other urgent enquiry please contact the surgery on the regular patient line 01279 814730.
If the surgery has not addressed your complaint to your satisfaction, then please contact the PALS patient liaison service on:
Telephone 0300 311 22 33
The Parliamentary & Health Service Ombudsman
Telephone 0345 015 4033
Confidentiality is extremely important both for patients and the surgery staff. We do our utmost to maintain the highest possible standards of confidentiality. Our staff are instructed to follow the regulations as laid down in the Data Protection Act (1998) and the Access to Health Records Act (1990). Should you have any queries about confidentiality please contact our Practice Manager.
Elsenham Surgery – Children, Young Person and Vulnerable Adults Safeguarding Statement
Safeguarding children, young persons and vulnerable adults is a fundamental goal for Elsenham Surgery.
Our policy has been written in conjunction with legislative and government guidance requirements, our local Clinical Commissioning Group child and adult protection procedures and relevant internal policies.
Our policies are the practice-agreed policies, applicable to all clinicians and staff as well as official visitors to the premises, and it represents the means by which the practice intends to keep children and vulnerable adults safe. Our policies are detailed and lengthy but are no substitute for staff – clinical as well as administrative – ensuring they are aware of local and national procedures and maintaining their up-to-date training.
Our Safeguarding Policies are available on request.
Safeguarding Children and Young Persons
What should you do if you are worried?
* If you are worried about a child, contact Children’s Social Care or the police to discuss your concerns. Your identity is kept confidential. Everyone in the community has a responsibility to make sure that children grow up safe from harm.
* Children’s Social Care will make enquiries about the child’s safety and assess what services will help. This is done in strictest confidence.
* The child, family and professionals who work with the family will be involved in the assessment. In all cases, what the family does well for the child is considered alongside the concerns.
* In most situations, children remain at home with their family while professionals work with the parents to get the right services involved. In all circumstances, action will be taken to safeguard the welfare of the child and improve the situation
Safeguarding children in need
* Some children require greater levels of support from Children’s Social Care, along with other agencies. They are children in need. Usually, these services support children living at home. If you think a child may require services as a child in need, you can seek advice from Children’s Social Care.
Worries about a child
* Parents, relatives and members of the community may be concerned that a child has been or might be harmed. Some children live in circumstances where they do not receive enough basic care such as food, clothing, warmth or safety, causing their health and development to be harmed. Help and services are available for parents in such cases.
* In some cases, a concern may be raised that someone is deliberately harming a child. Sometimes, a single hurtful event may cause serious harm, for example a violent assault, sexual assault or poisoning.
* Harm can also be caused by ongoing incidents that damage the child’s physical, emotional and psychological development, for example domestic violence.
* Family life is varied and there is no perfect way to bring up a child. Parenting involves providing for a child’s basic needs, keeping them safe, and showing them warmth and love. Children need the support of their parents, family and community to grow up and help them achieve their full potential.
* A wide range of services and professionals can provide support to families so that their children can grow and develop successfully, especially in relation to health and education.
* Parenting can be challenging. All parents may at times feel they need to talk about worries they have about their child. This can feel difficult, but making sure a child is safe, healthy and growing up successfully sometimes requires the support of others.
* Seeking support not only helps the child but can also strengthen the family and community and be a truly positive step.
Advice and Support for Parents
* Teachers at your child’s school, and health visitors and GPs at your local health centre can provide info about where to find the right support for you and your child.
* Asking for advice early on can lead to you receiving the right support and services.
* Services are free and all parents, or people caring for a child, can seek help and advice. You can also find out what help is available
for children who have disabilities, children with long-term ill health, school problems or bullying, and children with special educational needs and children who are young carers.
Arranging extra support
* If you would like services from a number of different agencies, talk to a teacher, health visitor or doctor. You should be invited to be involved in the assessment of your child’s needs. This is called a Common Assessment and it helps the people supporting you to understand what services you and your child need and how all the agencies can work together in the best way for everyone.
* You can also get access to a wide variety of help and information, in confidence, about a number of problems related to issues such as pregnancy, parenthood, housing, ill health, depression, alcohol or drug problems, or domestic violence.
If you are not sure, you should always ask for advice
NSPCC Child Protection Helpline
0808 800 5000
Do you know an adult who is being treated badly, taken advantage of, or injured?
If so, call the Ask SAL Helpline 08452 66 66 63
Who abuses and where does it happen?
Anyone can be an abuser. Abuse can happen anywhere e.g. in someone’s own home, a residential or nursing home, day centres or hospitals.
What can you do?
Report it. call Ask Sal on 08452 66 66 63
Who is a vulnerable adult?
Someone in need of help because of a disability, illness or age and is unable to take care of themselves or stop someone else from harming or exploiting them.
What is abuse?
Abuse may be:
• Physical abuse
• Financial abuse
• Sexual abuse
• Psychological/Emotional abuse
• Discriminatory abuse
• Institutional abuse
What to do if you suspect abuse?
• Report it immediately
• Do not confront the alleged abuser
• If serious or sexual assault, do not touch or clean anything (including the victim), as this could destroy or taint evidence that may be required for any future criminal proceedings
What happens next?
Whatever you tell us will be treated with sensitivity. You will be asked for details about the person you think is at risk or is being abused and about the person you think is the abuser.
It is very important that we protect the person you are worried about and that they are safe.
Upon receipt of the concern we will look very carefully at the situation and following an investigation any outcome would depend on the individual circumstance and the wishes of the vulnerable person.
Freedom of Information
The Freedom of Information Act 2000 (FOI) gives everyone, regardless of age, nationality, gender or location the right to request information from organisations such as Elsenham Surgery.
The Elsenham Surgery Publication Scheme is currently being updated and will be published here again shortly.
In the mean time, should you have any queries, please do not hesitate to contact Karen Greaves the Practice Manager 01279 818006
GDPR: How the Practice Uses Personal Information
|Income after removal of excluded items per guidance notes||£757,937|
|Expenditure after removal of excluded items per guidance notes||£459,072|
|Net earnings for reporting purposes||£261,291|
|Total number of GPs party to contract for at least six months in 2019/20*||4|
|Reportable net earnings per GP||£65,323|
*Including partners, salaried GPs and locum GPs
Home Visit Policy
My Care Record
The people caring for you need access to your health and care record in order to make the best decisions about your diagnosis and treatment. For this to happen more quickly and to improve the care you receive, a new process has been put in place. With your permission, My Care Record will provide health and care professionals directly involved in your care, access to the most up-to-date information about you.
For further Information regarding the My Care Record Campaign please click here
There is also more information on the My Care Record Website www.mycarerecord.org.uk
For more information please do not hesitate to contact Karen Greaves Practice Manager on 01279 818006
Clicking the link below will take you directly to the Elsenham Surgery page on NHS Choices
We thank you for your feedback and for taking the time and trouble to leave your response.
We kindly ask if you do leave a response that you give us the opportunity to contact you personally either to address any issues or thank you for your kind comment. Please contact Karen Greaves either on 01279 818006 or firstname.lastname@example.org to let her know who you are.
Patient Responsibilities, and How You Can Help Us
In order to assist in the smooth-running of the surgery, we would ask that you:
- Be on time for your appointment
- Inform the surgery, as soon as possible, if you are unable to keep a booked appointment
- Call for a home visit or urgent appointment before 10.30am
- Ring for test results between 12.30pm and 2pm on 01279 818005
- ALL dispensary queries should be made after 2:00pm (including, calling to see if your prescription is ready). 01279 818000.
- Keep your contact details updated – including mobile phone numbers.
- Do not smoke in the surgery building or any part of the surgery property
- Book a double appointment if you wish to discuss more than one ailment or if you feel you need longer with the Doctor. Please do not try to squeeze 2 or 3 ailments or other family members into one 10 minute slot.
Your co-operation is greatly appreciated.
We are always looking for ways to improve the service we offer our patients.
Please use the link below to email me any comments or suggestions you may have. These will be fed back tour Patient Participation Group and where possible will be included in the next Elsenahm Surgery Improvement Action Plan:
Text Messaging Service
Type1 Opt-Out Form
If you do not want your personally identifiable patient data to be shared outside of
your GP practice for purposes except your own care, you can register an opt-out with
your GP practice. This is known as a Type 1 Opt-out.
Use this Type1 opt- out-form to opt-out
Violent and Abusive Patients
The practice is committed to producing a high quality of care to our patients. The relationship between the patients and those working in the surgery is an important issue and is a two-way process. Therefore, in order to protect both the staff and other patients we respectfully point out that this practice supports the Government’s NHS zero tolerance zone campaign. Violent and abuse is a growing concern. GPs and their staff have the right to care for others without fear of being attacked or abused. Violent patients will be reported to the police.
West Essex Clinical Commissioning Group (WECCG)
Mission statement for WECCG
“Working in partnership commission good quality services that empower people in west Essex to lead healthy and independent lives to improve their health outcomes and reduce health inequalities.”
Our vision for West Essex Clinical Commissioning Group
West Essex CCG aims to become an innovative, leading edge commissioning organisation, driven by the needs of its community and patients. We will be effective and responsible commissioners, and make sustainable decisions based on evidence. We will work collaboratively with our partners, building inclusive and empowering relationships that put people first.
Values for WECCG
- Be courageous and ambitious in our attempts to improve the health of our patients and will challenge the status quo
- Improve the health outcomes of our whole population at the same time caring for individual needs
- Never compromise on patient safety even if this means making unpopular decisions
- Be open and transparent in our decision making and will make decisions that are clinically safe
- Use NHS resources wisely, using sound judgement and effective planning
- Encourage feedback and be held to account for our actions
- Uphold the rights of the NHS Constitution
The CCG Home Page including the vision for the CCG: