Our Mission Statement

We aim to provide the highest quality of health care to our patients by giving access to a team of professional health care specialists who work together to benefit patient needs. 

We are part of the National Health Service, and are managed by Wiltshire Primary Care Trust.  We strive to offer the best available care within the resources available to us.  We realise that some patients may wish to seek health care from other sources and we will always provide help and advice accordingly.

We pursue excellence in the delivery of health care through our commitment to friendly and personal attention, whilst constantly realising that each of our patients is a unique member of their family and our community.  Our patients will be treated with care, courtesy and confidentiality at all times.

We are also committed to continuing professional education and development for each member of the surgery team in order to provide a stimulating and rewarding environment in which to work.

Compliments & Complaints

Your views are very important to us, we need to know what you think about the services we provide so that we can make changes when necessary. We are happy to accept and consider constructive comments and remarks, positive or negative, from our patients. Please present your views in writing at reception, addressed to Tracey Tinsley, Deputy Practice Manager.

Complaints Procedure

We endeavour to provide the best possible service at all times, but there may be times when you feel this has not happened. Should you have any concerns about the service you have received, we hope that these can be resolved quickly by informal discussion with the person concerned. However, if you feel unable to deal with the matter in this way, we offer a more formal complaints procedure. Tracey Tinsley is the Complaints Officer, who can be contacted either by phone or in writing.

We believe it is important to deal with complaints swiftly and will acknowledge your complaint within 3 working days. The complaint will be acknowledged and investigated as soon as possible.  Once this has been completed a written response will be given.  Occasionally the process may take longer, but we will keep you informed throughout. You may bring a friend or relative with you to any meeting that may be arranged. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.

Alternatively, you can contact the Patient Advise and Liaison service, PALS at:Wiltshire Primary Care Trust
Southgate House
Pans Lane
Devizes
SN10 5EQ
Or telephone them on 0800 389 7671

PALS staff listen to concerns, suggestions, queries and positive comments and can help resolve problems quickly. They can also provide comprehensive information on a whole range of NHS services.

UK Ombudsman Services

The Health Service Ombudsman in England

The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.

Data Protection

The data protection act 1998 gives you the right to access the information Spa Medical Centre holds about you.  You have the right to view your medical records, and if you so wish, obtain a photocopy of them.  Only in exceptional circumstances can access to the information be withheld.  Should you wish to apply for access to the information held about you, please complete a form available from Reception.  Alternatively, you can put your request in writing to the medical centre, addressed to the Practice Manager.  Please be aware there may be an administrative charge for this service.

Freedom of Information Act

The Freedom of Information Act was passed in November 2000.  It recognises that members of the public have a right to know how public services are organised, how decisions are made and how much they cost.  We are required to produce a publication scheme. The scheme is a guide to the classes of information the practice intends to routinely make available.

Confidentiality

Please be assured that any information given to any member of the Practice team is treated in the strictest confidence as they are bound by the same rules of confidentiality as the Doctors and Nurses.

Patients Charter - Our promise to you

We are committed to giving you the best possible service within the resources available to us.  We will endeavour to:  

• Keep waiting times to a minimum 
• Answer the telephone promptly and politely, providing clear, precise information about the services that may be of benefit to you  
• Provide an efficient, friendly and professional service throughout the practice
• Explain clearly about your care and treatment, giving you the opportunity to ask questions
• Respect your privacy and confidentiality
• Respect your religion and culture
• Address you with dignity and respect
• Provide care without discrimination
• Provide you with a full explanation if there is a delay in your treatment or care

Your Responsibilities

Help Us To Help You.  We ask that you:

• Do follow the advice given by your GP or Nurse and do what you can to lead a healthy lifestyle.
• Please let us know of any change of name, address, telephone / contact number or next of kin as soon as possible as we may need to contact you urgently.
• Please do everything you can to keep appointments.  Tell us as soon as possible if you cannot, otherwise other patients may have to wait longer.
• We need help too!  Please ask for home visits by the doctor only when the person is too ill or frail to visit the surgery.  Please telephone before 10.30 am if possible.
• Please try and avoid phoning the Centre during peak times ( between 08.30 and 11.30am) and keep calls as brief as possible.  Please use the appointments line for appointments only, all other enquiries should be made by phoning 01225 703236.
• Test results take time to reach us, so please do not ring before you have been asked to do so.
• We ask that you treat the doctors and practice staff with courtesy and respect, particularly when we are busy.  Please understand that some emergency situations may take priority.
• We operate a zero tolerance policy for abusive and aggressive behaviour on our premises.  Any patient reported as having displayed abusive or aggressive behaviour towards any member of the health care team may be removed from the practice list. 
• Do not smoke or use your mobile phone in the building
• Please read through the website.  This will help you to get the best from the services we offer.  It is important you understand the information given to you.  Please ask us questions if you are unsure of anything.
• Remember that you are responsible for your own health and the health of your children.  We will give you our professional help and advice. Please act upon it.