Practice Policies & Complaints


There may be on occasions a need for you to have an intimate examination whilst seeing your GP or practice nurse. If this is the case then you can expect certain standards to be adhered to by the practice.

The doctor or nurse will explain to you why the examination is necessary and give you an opportunity to ask questions

  • You will be asked for permission for such an examination to take place
  • You will be offered a chaperone (you may wish to bring a friend/family member with you if you think you may require an intimate examination).  All staff at the Surgery are trained to Chaperone so this may be a member of the reception team.
  • In certain circumstances a doctor or nurse may wish a chaperone present, you are entitled to decline this and this will be recorded in your records.
  • You will always be given privacy to undress and dress, however if you require assistance the chaperone will be happy to help you

You should also be aware that as a patient you have the right to ask for a chaperone to be present during any consultation or examination with a doctor or nurse should you wish.

Information & Confidentiality

We will make every effort to provide you with full information about the services we offer and any information which directly affects your health and the care or treatment you receive.  It is important that you fully understand any information you are given.  Please ask questions if you are unsure about anything.

All information given to any members of the practice will be completely confidential.  The practice is computerised and we take all appropriate measures to safeguard all your information.

If you call the surgery your call may be recorded for quality and training purposes.

You have a right to see your health records subject to any limitations of the law.  A recommended charge will be levied for this service.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Comments, Suggestions or Complaints


LARWOOD & VILLAGE SURGERIES is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.


  • Could you easily get through on the telephone?
  • Did you get an appointment with the practitioner you wanted to see?
  • Were you seen within 20 minutes of your scheduled appointment time?
  • Were our staff helpful and courteous?

Practice Complaints and Procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How To Complain

In the first instance please discuss your complaint with the Office Manager on site, who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please contact Mrs Sharron Wood who is our HR Manager and and complaints co-ordinator based at Larwood Surgery.

It would be better at this stage if your complaint could be in writing, but we will take your complaint in any format suitable to yourself. Please complain as soon as possible after the date of the event that you are complaining about. If this is not possible complaints should normally be made within 12 months.

The Practice will acknowledge your complaint within three working days and formulate a plan with you of how your complaint will be addressed. Where possible we aim to respond to your complaint within 10 working days. In some cases more time may be required, if so we will keep you informed.

When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Offer you the opportunity to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what the practice can do to make sure the problem does not happen again

Complaining on Behalf of Someone Else

Please note that LARWOOD & VILLAGE SURGERIES keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.


The practice management team hope that if you have a problem you will use the Practice Complaints Procedure.

However, if you feel you cannot raise your complaint with us, you can contact any of the following 3 bodies: 

PATIENT Advisory Liaison Service (PALS)

PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.

Email: bassetlaw.pals@bassetlaw-health.co.uk

Phone: 0800 587 3089 / 0800 015 3367

Website: www.bassetlaw-health.co.uk

 Independent Complaints and Advocacy Service (ICAS)

ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service is detailed below:

East Midlands Area: 0845 650 0088



If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or http://www.ombudsman.org.uk or Textphone (Minicom): 0300 061 4298

Address: Millbank Tower, Millbank, London SW1P 4QP

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on

03000 616161, or alternatively visit the following website: http://www.cqc.org.uk