Rectory Lane,
Guisborough, Cleveland,
TS14 7DJ

Practice Policies and Service Information

Accessible Information Standard (AIS)

The Accessible Information Standard (AIS) aims to make sure that disabled people have access to information they can understand and any communication support they might need.

If you have a communication need and would like to receive information in a different format to help you understand please inform us by completing an Accessible Information Form, or letting us know at reception. Such formats could include large text, easy read documents or you may require an interpreter for appointments.

Once we have this information, we will record it in your records so we can take steps to ensure you receive the information you can access and understand and also receive any communication support you require.

Further information please see Accessible Information Standard on the NHS website.

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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 and she will deal with your concerns appropriately. Further written information is available on the complaints procedure from reception.

We are continually striving to improve our service and any helpful suggestions would be much appreciated.

UK Ombudsman Service in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England.

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Zero Tolerance Policy

The NHS operate 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.