Theatre Royal Surgery,27 Theatre Street,East Dereham,Norfolk., NR19 2ENTel: 01362 852 800
Our practice has current Data Protection Registration.
Comments & Complaints
If you have any complaints, observations or suggestions about the way in which our practice works, please address them in the first instance to our Operations Manager. We do not accept official complaints via this web site or email.
Please rest assured that we do our best to make your dealings with the surgery a pleasant, effective and efficient process but we recognise that we may not always get things right. If you tell us what has happened we will investigate it thoroughly, send you a response and hope to learn from the event.
You can, of course, tell us if we do something particularly well or if you have been especially helped by an individual member of our team ....... we learn from the good things as well as from occasions when something may not be done quite so well.
Positive comments, complaints and significant incidents are shared by the whole team and we treat them as a learning experience so that we can strive to improve our service.
Our Complaints Policy
If you have any complaint or concern about the service that you have received from the doctors or staff working in this practice, you are entitled to ask for an explanation.
Our procedure does not deal with matters of legal liability or compensation and does not affect your right to seek compensation in law.
We operate an informal, in-house, complaints procedure to deal with this. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.
Our complaints procedure does not affect your right to make a formal complaint to another body (download our Complaints Guide by clicking here). Our Management team will ensure that your complaint is investigated as thoroughly and speedily as possible by the most appropriate person(s) in the practice. Complaints about your clinical treatment will be investigated by a clinician and not by a manager. If you are complaining about a practice policy or procedure, one of our managers will investigate the matter and reply to you. We aim to respond to you within ten working days.
If your complaint is complex or if it concerns a member of staff who is absent, we may require longer than ten working days in order to complete our investigations.
At all times we will do our utmost to keep you informed about the progress of your complaint.
Making a complaint will not prejudice your treatment at the practice or in the wider NHS. Details of any complaint are not filed with your medical records but are kept completely separately.
How do I make a complaint?
Please ask for a copy of the Practice Complaint Leaflet and Form. You can request this by email, letter, telephone or in person at the reception desk. A copy of our Complaints Guide can be downloaded by clicking here.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
The contact details are as follows:-
What do I do if I'm not satisfied with the way in which the surgery has handled my complaint?
You can contact various bodies who will help you (download our Complaints Guide by clicking here). It is recommended that you always try to address any complaint directly with us in the first instance - we will do our best to help you. However, there is nothing to stop you going to one of the following if you prefer:
TRS as a Training Practice
We are an accredited GP Training Practice and regularly have medical students from the UEA Medical School being taught within the surgery.
Read more about our current training programme by clicking the menu to the right of this page.
From time to time we sometimes have medical students from other areas, practice and community nurses, students, and administrative staff training (under supervision) in our surgery.
In recent years TRS has been pleased to welcome GP's and other clinicians from around the world to either visit or spend a week or two with us to observe how an English general practice works.
Freedom Of Information Requests
The Freedom of Information Act 2000 aims to ensure that general practice contractors providing general or personal medical services are open to the public concerning the way we operate.
Routinely published information
In compliance with the Act, the surgery has developed a Publication Scheme, which details all of the information that we routinely publish. If you would like a copy of the Scheme please contact 01362 852800 or download it by clicking here.
Further information can be otained at:
Who can request information?
Under the Act, any individual is able to make a request to the surgery for information. An applicant is entitled to be informed in writing by the surgery, whether the surgery holds information required and if this is the case, to have the information communicated to him/her.
How can a request be made?
Requests must –
Please send requests by letter to:
The Practice Manager, Theatre Royal Surgery, 27 Theatre St., Dereham. NR19 2EN
What will the surgery do?
Following a request the surgery will reply within 20 working days of the request being made to say if the information is available or not. The surgery will then try to provide the information in the preferred format of the applicant. Information may be shared on a website or on hard copy.
Do I have to pay for information?
As a general rule anything listed in the Publication Scheme is available free of charge if providing one copy in paper-format or if it is downloaded from our website or sent electronically.
Is there any information that the surgery will not give me?
The surgery will make every effort to provide you with a copy of the information requested and may have to ask you a few questions to make sure that we provide you with what you want. There may be some documentation or certain parts of that documentation which we are not allowed to release. Some examples of information we would not be allowed to release under this Act are:
Theatre Royal Surgery is committed to reducing acquired infections and has in place policies and procedures to achieve this. We aim to keep the surgery clean and tidy and to offer a safe environment for all our staff and patients.
Our GP’s and nursing team follow procedures to ensure that treatment and the clinical equipment used meets infection control guidance. A review of infection control policies is undertaken annually to ensure that they are adequate and meet national guidance and all clinical staff undertake annual training on infection control.
We carry out an annual infection control audit to make sure that our infection control procedures are working and an audit of minor surgery was recently undertaken in which no infections were reported.
Our Infection Control lead at The Theatre Royal Surgery is:-
Catherine Crosland, Lead nurse
Our practice is planning to offer patients the facility to view areas of their records online.
The areas patients will be able to access will include a summary of information relating to medications, allergies and adverse reactions. As well as viewing this information, there will be the facility to download and print it.
This will hopefully be available by 31st March 2016, subject to the availability of this service by our clinical system provider.
Once the system is up and running, if patients do require online access to other areas of their record they will need to speak with the practice to facilitate this.
We will publicise the availability of this facility as soon as it is available.
Our Practice staff are here to help you.
Our aim is to be as polite and helpful as possible to all patients.
If you consider that you have been treated unfairly or inappropriately, please ask the reception staff to contact the duty manager who will be happy to address your concerns.
Please be aware that shouting and swearing at Practice staff or any kind of physical violence will not be tolerated under any circumstances and patients who are abusive may be removed from the Practice List.
Please help us to help you.
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