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Noticeboard

 Flu Vaccinations now available to book. If you are over 65 years of age or have a chronic disease please book an appointment for a flu vaccination.

Join our Patient Partcipation Group in 2018- click on the link patient group under Have your Say on the right hand side. 

FRIENDS AND FAMILY TEST- click on the practice survey button  under online services to take part

 

Register for online appointments - ask at the reception desk in the surgery to get you started. 

 

New Patient Registrations - Our list is open and we welcome new NHS patients from within our catchment area.

Shingles vaccine new this year.  

If you are 70 or 79 years old you are eligible for a free Shingles vaccine.  Over the next few years the DOH plan to make the vaccine available to all patients between 70 - 80yrs as a rolling programme.

 

 New Court Surgery 

The doctors and staff at Newcourt Surgery in Weston-super-Mare are proud to offer the highest standard of patient-centred healthcare.

We run many clinics for the management of chronic diseases such as asthma and diabetes and offer a wide variety of other medical services including antenatal and postnatal care, minor surgery, childhood vaccinations and well-person check-ups.

We are now at 168 Locking Road - we have a car park to the rear of the building.

Practice Stemtent of Intent- offering and promoting patient online services- see below

New Court Newsletter

Thhe latest edition of our newsletter is now out.  Pick up a copy in the surgery or click below on latest news to access

 

Parking

When parking at the surgery please consider our neighbours by parking respectfully. Please do not block driveways or park in our loading bay. Thank you.

 

 

Complaints Procedure

 

 

 

 

Complaints Procedure

 

 

Making a Complaint

 

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

Within 12 months of the incident,

Or within 12 months of you discovering, giving as much detail as you can.

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet. We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects.

You can also make the decision to address your complaint direct to North Somerset Clinical Commissioning Group

to download a form please click on the link below

Complaints form

Send your written complaint to:

Eloise Poynter 

Dr Clarke and Partners

New Court Surgery

168 Locking Road

Weston super Mare

BS23 3HQ

What we do next

 

We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. This timescale will be negotiated with you. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so. When the investigations are complete your complaint will be determined and a final response sent to you.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

 

 

Complaining on Behalf of Someone Else

 

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

 

If you are Dissatisfied with the Outcome

You have the right to approach the Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel:   0345 0154033

Website: www.ombudsman.org.uk

You may also approach the National Commissioning Board for help or advice;

They can provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide regarding services they commission:

 

You may find it useful to contact:

Independent Complaints Advocacy Service (ICAS)

They offer support and advice regarding complaints and conciliation to patients and their carers wishing to pursue a complaint about their NHS treatment or care.

Details of the service can be found on the Department of Health Website www.dh.gov.uk.

The contact telephone number for the service in the South West is 0845 123 2352.

The practice Complaints Manager is: Eloise Poynter



 
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