We aim to give a friendly and professional service to everyone who attends our practice. However, if, for any reason, our service should fall below our patients’ satisfaction, we take all complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager, either by telephone , email [email protected] or in writing, who will make every effort to respond to your concerns as soon as possible. All complaints will be treated as confidential.
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.
If you are not happy with anything at the practice please let us know.
All patients are entitled to complain if there is a concern.
Please ask to see the practice manager Sarah Leroux if she is not available the staff will take your name and contact details and she or the senior GP partner will get back to you.
Complaints can also be made in writing or you can email the practice manager [email protected]
The practice manager will find out what happened and what went wrong.
Arrangements can then be made to discuss the problem with those concerned (if you wish to do this).
Make sure you receive an apology.
Identify what can be done to make sure it does not happen again.
Your medical details are confidential to you.
We will not give any medical information to any one else without your consent.
This includes other family members including spouse. On occasion this can cause upset when reception staff relay this to patients.
Please remember the staff are bound by the same strict confidentiality rules as the doctors and are following the doctors instructions.
The staff are following strict confidentiality policies set down by the practice.
The practice complies with Data Protection legislation and we make every effort to preserve patient confidentiality. We ask you for personal information to ensure that you receive appropriate care and treatment. For the practice to function effectively it is sometimes necessary for medical information about you to be shared between members of the practice team. It will be shared with others only to provide further medical treatment for you, e.g. from hospital services, or to enable you to access other services, e.g. from the social work department.
Inspection took place on 12th March 2019.
This was a routine inspection.
Rated as Good.
Full report can be viewed on CQC website www.cqc.org.uk and there is a full copy of the report in the reception area in the Patient Participation Information folder.
The practice manager is happy to provide any patient without internet access with a copy if requested.
email: [email protected]
Our practice is inspected by the Care Quality Commission (CQC) to ensure we are meeting essential standards of quality and safety.
Disability and discrimination
We will provide care, now and in the future, to all our patients without discrimination and irrespective of patient’s age, sex, race, beliefs or special needs. We expect that patients will show no discrimination towards other surgery users, members of the practice team or our colleagues in the NHS.
Freedom of information
The practice produces a complete guide to the information routinely made available to the public by our GPs. A copy of this guide is available from reception.
General practice Transparency Notice for GPES Data for Pandemic Planning and Research
Please request copy from practice staff or practice manager or visit NHS Digital via the link below to view General Practice Transparacy Notice for GPES Data for Pandemic Planning and Research.
How we use your information
Please request full copy from reception or practice manager if required
As your registered GP practice we are the data controller for any personal data we hold for you.
Information we collect and use:
We will collect the following types of information from you or about you from a third party (provider organisation )engaged in the delivery of your care:
- Details about you ,such as your address, legal representative, emergency contact details
- Any contact the surgery has had with you such as, appointments, clinic visits, emergency appointments
- Notes and reports about your health Details about your treatment and care
- Results of investigations such as laboratory tests, x-rays, etc.
To ensure that you receive the best possible care, your records will be used to facilitate the care you receive. Information about you may be used to protect the health of the public and help us manage the NHS.
In order to deliver and co-ordinate your health and social care ,we may share information with the following organisations:
- NHS Trusts GP’s NHS Commissioning Support Units
- Independent contractors such as dentists, opticians, pharmacists
- Private sector Providers
- Voluntary Sector Providers
- Ambulance Trusts
- NHS Digital Social care Services Clinical Commissioning Groups
- Other data processors which you will be informed of.
Please ask reception for full copy of statement if you require or speak to GP or Practice Manager if you need further information.
Named accountable GP
As part of new contractual requirement for 2015/16 all patients registered at a GP practice have been allocated a named accountable GP.
The new contract requires the named accountable GP to be responsible for the co-ordination of all the appropriate services required and ensure they are delivered to each patient when required.
However this does not mean that they will be the only GP or Clinician who will provide this care this responsibility will be carried out within the opening hours of the practice. All patients can and should feel free to choose to see any GP or nurse in the practice in line with our current services.
The practice will not be writing to patients to inform of named GP but will let patients know at the next appropriate interaction. Patients are welcome to ask who you have been allocated to -please ask the reception staff. If a patient requests a different GP reasonable effort will be made to accommodate their preference please ask to speak to the practice manager in this case.
All new patients will be given the name of their allocated GP at registration .
Patients on repeat prescription your named GP is on your re- order form .
Net Earnings of GP
NHS England require that the net earnings of doctors engaged in the practice is publicised and the required disclosure is shown below.
However, it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice and should not be used to for any judgement about GP earnings, nor to make any comparisons with other practices.
The average earnings for GPs working in the Pear Tree Surgery in the last financial year ending in 2021/22 was £83,454 before taxation and National Insurance.
This is for 3 full time GPs and 5 part time GPs who worked in the practice for more than 6 months.
We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details. Our patient charter is available in full at reception.
For further information on any of our policies, please contact the practice manager.
Statement of Intent
It is a contractual requirement for the practice to have online access to a more detailed version of medical record (DCR ), rather than just the patient summary record which is already available,by the 31st March 2016. There are safeguards in place to allow this access. In circumstances where the GP believes it is not in the best interest of patients to share all of the information this information will be withheld. ( If GP believes it could cause harm to mental or physical health or if third party reference).
Pear Tree surgery is committed to implementing this as soon as our system supplier (INPS Vision )makes this function available to use.
Please contact the surgery for further information.
You can choose whether your confidential patient information is used for research and planning.
How your data is used
Your health and care information is used to improve your individual care .It is also used to help research new treatments ,decide where to put new GP clinics and plan for the number of doctors and nurses in your local hospitals. Confidential patient information is used by the NHS ,local authorities, hospital and university researchers and pharmaceutical companies researching new treatment.
In May 2018, the strict rules about how this data can and cannot be used were strengthened .
To find out more please visit: nhs.uk/your-nhs-data-matters
If you do not want your confidential patient information to be used for research and planning, you can choose to opt out securely online or through a telephone service.
All areas of the NHS have Zero Tolerance towards violent,threatening and abusive behaviour -this applies to all of the surgery staff at Pear Tree surgery.
The staff should treat you courteously and expect equal consideration back.
If you are unhappy with the way you have been dealt with always let the practice manager know and any issues can then be addressed quickly.
Patients guilty of any violent ,threatening or abusive behaviour including verbal swearing will be reported to the police, NHS England and will be removed from the practice list.