Test Results and Hospital Letters
It is the responsibility of the patient to ensure they get the result of any test. Patients should telephone the reception staff, who have access to information from the doctors about test results. Blood tests, urine tests and swabs are usually available within 5 days. Smear test results can take up to 6 weeks. Please do not make an appointment to discuss results unless you are requested to do so.
Hospital letters can take 3 to 4 weeks to arrive, please always check that the letter has been received before making an appointment with a doctor to discuss your hospital visit.
Violent and Abusive Patients
Along with other practices in Norfolk, we adopt a strict zero tolerance policy on violence or abuse against any member of our practice team. This behavior will lead to removal from the practice list.
Access for Disabled Patients
Our surgery has suitable access for disabled patients. We have ground floor consulting rooms, treatment room, waiting areas and a disabled toilet. There is also a wheelchair available for our patients use.
Removal from the Practice List
As above, violent or abusive patients will be removed from our practice list.
Patients who have moved out of our practice area will be asked to register with the practice near to their new address.
Patient Records
We hold patient records both manually and electronically. All records are kept completely confidentially . In order to help us keep your records up to date, please inform us promptly when you move address or change your telephone number or name.
The Practice is a member of the Medical Research Council (MRC) and patient health information may be used from time to time for medical research purposes. Patient records are also sometimes used to compile registers with regards to Diabetes and Coronary Heart Disease etc. Please be assured that this data will be treated confidentially and only the minimum amount of data is used. If you object to your health information being used in such a way then please contact the surgery.
Chaperone Policy
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, however it would be helpful if chaperones are requested when booking an appointment. This will help us to reschedule appointments in order to meet this need.
A doctor, nurse or other healthcare professional may also require a chaperone to be present for certain consultations.
Suggestions
We take suggestions and complaints seriously. If you wish to comment about the services we provide, make any suggestions, have constructive criticisms or have any compliments you wish to share with us, we will be delighted to hear from you. There is a suggestion box in the reception waiting room which is checked regularly, or alternatively email us at: feltwell.surgery@nhs.net
If you wish to make a formal complaint, please put this in writing to the Practice Manager or ask to make an appointment to see her. All complaints are investigated fully and confidentially and will be responded to within 2 weeks of receiving the complaint.