You, the Patient - Rights and Wrongs

Patient Rights and Responsibilities
As a patient you have the right to expect a high standard of care from New Court Surgery and we will try at all times to achieve this, within the resources available.

However to help us in this, we request that you take full responsibility for ensuring that you do not abuse the service - an example of this is attending appointments on time and following the medical advice given. If you are going to be late or cannot attend your appointment please telephone us.

Patients' Suggestions and Complaints
It is our aim to provide a high quality service and therefore we welcome any constructive comments you may have. Any written suggestions can be handed in to the reception desk. The practice also has an approved complaint procedure and we always welcome the opportunity to investigate any part of our service that is causing you concern.

Please contact our Practice Manager, either by letter, telephone, or in person, to take advantage of this service. Your complaint will be investigated quickly and the Practice Manager will advise you of findings within 21 days. You will also be advised about how to proceed should you wish to take your complaint to the Health Authority.

Patient Advice & Liaison Service (PALS)
The Patient Advice and Liaison Service is aimed at resolving issues and concerns of patients and carers quickly and to provide information and advice.  For more information please visit: www.worcestershirehealth.nhs.uk

Violent Patients - Zero Tolerance
The NHS operates a Zero Tolerance Policy with regard to violence and abuse. New Court Surgery has the right to remove, with immediate effect, violent patients from the list in order to safeguard practice staff, patients and other persons.

Violence, in this context, includes actual and threatened physical behaviour or verbal abuse. In any such situation we may, in certain patient's cases, initially issue a warning, however if this fails to remedy the situation, or the case is more serious, we are obliged to notify the patient in writing of their removal from the list, recording in the patient's medical records all the circumstances surrounding such action. The offending patient will at the same time be notified of the specific reasons that led to this action. The Primary Care Trust (PCT) is then responsible for providing further medical care for such patients.

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