1. Introduction

1.1     In the context of electronic messaging, “spam” means unsolicited, bulk or indiscriminate messages, typically sent for a commercial purpose.

1.2     We have a zero-tolerance spam policy.

2. Credit

2.1     This document was created using a template from SEQ Legal (http://www.seqlegal.com).

3. Spam filtering

3.1     Our messaging systems automatically scan all incoming email and other messages and filter out messages that appear to be spam.

3.2     We may also report incoming email as spam. This can result in IP addresses and domain names being blacklisted.

4. Spam filtering issues

4.1     No message filtering system is 100% accurate, and from time to time legitimate messages will be filtered out by our systems.

4.2     If you believe that a legitimate message you have sent has been filtered out by our systems, please advise the message recipient by another means.

4.3     You can reduce the risk of a message being caught by the spam filters by:

(a)      sending the message in plain text (instead of, or in addition to, HTML);

(b)      removing any message attachments;

(c)      avoiding the terminology and text styling typically used by spammers; and/or

(d)      ensuring that your messages are scanned for malware before dispatch.

5. User spam

5.1     We provide a facility that enables users to send email messages to others.

5.2     Users must not use our messaging facility or any of our other services to store, copy, send, relay or distribute spam.

5.3     Full provisions concerning the use of our messaging facility are set out in our website terms and conditions of use.

6. Receipt of unwanted messages from us

6.1     In the unlikely event that you receive any message from us or sent using our systems that may be considered to be spam, please contact us using the details below and the matter will be investigated.

7. Variation

7.1     We may amend this policy at any time by publishing a new version on our website.

8. Our details

8.1     This website is owned and operated by Wellington Road Surgery.

8.2     Our principal place of business is at Wellington Road Surgery, 67 Wellington Road, Bilston, Wolverhampton, WV14 6AQ.

8.3     You can contact us by writing to the business address given above, by using our website contact form, by email to admin@wellingtonroadsurgery.com or by telephone on 01902 494464.

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

 

How to complain

We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned. For example, by requesting a face-to-face meeting to discuss your concerns.

If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. By making your complaint quickly, it is easier for us to establish what happened. If it is not possible to do that, please let us have details of your complaint:

• Within 6 months of the incident that caused the problem; or
• Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to the GP surgery team verbally or in writing to the Practice Manager. Alternatively, you may ask for an appointment with the GP surgery to discuss your concerns. They will explain the complaints procedure to you and make sure your concerns are dealt with promptly. Please be as specific as possible about your complaint.

 

What we will do

We will acknowledge your complaint within three working days. We will aim to have investigated your complaint within six weeks of the date you raised it with us. We will then offer you an explanation or a meeting with the people involved, if you would like this. When we investigate your complaint, we will aim to:

• Find out what happened and what went wrong.
• Make it possible for you to discuss what happened with those concerned, if you would like this.
• Make sure you receive an apology, where this is appropriate.
• Identify what we can do to make sure the problem does not happen again.

 

Complaining on behalf of someone else

We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

 

Complaining to NHS England

We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.

However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.

 

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033

Need help making a complaint?

If you want help making a complaint, Healthwatch can help you find independent NHS complaints advocacy services in your area.

Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.