Complaints and feedback

Twin Oaks Medical Centre is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don't meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

Download our complaints and comments leaflet >>

A named accountable GP

Since the 1st April 2015 all practices in England are required under the General Medical Services (GMS) contract to allocate a named accountable GP to all patients, including children.

The named accountable GP will take responsibility for the co-ordination of all appropriate services and ensure that they are delivered to each of their patients where required (based on the GP's clinical judgement).

The role of the named GP will not:

  • Take on vicarious responsibility for the work of other doctors or health professionals,
  • Take on 24-hour responsibility for the patient, or have to change their working hours
  • Imply personal availability for GPs throughout the working week
  • Be the only GP or clinician who will provide care to that patient

If you are asked to provide details of your GP when completing forms or when attending hospital etc, please give them the name of your Named Accountable GP, if you know it. If you are not aware who your Named Accountable GP is, and want to know, ask when booking your next appointment, or alternatively contact the surgery. Should you express a wish to change your Named Accountable GP, we will do our best to accommodate your wishes. Please write to the Practice Manager requesting the change.

However, please note that this does not change the way in which we operate, or affect your ability to make an appointment or speak with any of the GPs in the practice.

Patients are free to see any GP at the Practice as they currently do.

This is purely an administrative exercise in order that patients have a Named Accountable GP as required in our GMS contract.

West Hampshire Commission Group

Twin Oaks Medical Centre is part of the West Hampshire Commission Group. Clinical Commissioning Groups are groups of GPs that will be responsible for designing local health services in England. As part of the NHS reforms they will take over from Primary Care Trusts from April 2013.

Accessible Information Standard

The Accessible Information Standard aims to make sure that people who have a disability, impairment or sensory loss are given information they can easily read or understand.

Practice Charter

As your registered GP Practice we strive to provide you, our patients, with a level of Health Care that improves continually.

As our patient you have a right to:

  • be treated as an individual, with courtesy, respect and dignity, and in confidence, at all times
  • be given the names of people involved in your care
  • be seen, under normal circumstances, within 30 minutes of appointment or given the reason for delay and have the right to make another appointment
  • be given, under normal circumstances, an urgent appointment within the same day and a routine appointment within 48 hours. Appointments with named Doctors are subject to the availability of the relevant Doctor
  • be seen without an appointment when warranted by an Emergency condition
  • receive advice or action you can take to promote good health
  • be given the most appropriate care by suitably qualified people; no care or treatment will be given without your informed consent
  • be referred to a Consultant acceptable to you when your Doctor feels that such a course of action is necessary choose whether or not to take part in medical research or medical student training
  • to receive medical advice over the telephone
  • to have access to your medical records subject to limitations by law
  • to have access to a Doctor at all times for emergencies
  • expect a complaint to be treated in accordance with our complaints procedure. A copy of this can be found on our web-site and in our Patient Information Manual. Please ask at Reception if you require any further details.
  • a copy of the practice leaflet, from Reception, which will give you details of all practice services etc, that are available to you.

What we expect from you:

  • to ask for an Urgent Surgery appointment only for urgent matters
  • to attend Surgery instead of requesting a home visit, when at all possible, to gain benefit from the practice facilities available; a Doctor can see 4 patients in the surgery for every one house visit
  • to request Routine House-calls before 10.30am when possible
  • to keep, and be on time, for appointments or let us know if you cannot attend
  • request only those drugs, on Repeat Prescription, which you intend taking that month; many drugs are not often taken, costing the Health Services large sums of money that could be better spent
  • to treat our staff with courtesy and understanding