Our main surgery is based at School Lane Surgery in Thetford with a branch at the Healthy Living Centre on Croxton Road, Thetford. Patients can choose to see a health professional at either of these practices.
School Lane Surgery covers the following area :
Please contact the Surgery if you have any queries.
School Lane: If you are unable to climb the stairs, please inform the Receptionist when you arrive. There is a toilet for the disabled on the ground floor.
Healthy Living Centre: no problems.
Everyone working in the NHS has a legal duty to maintain the highest level of confidentiality about patient information. All patient records are dealt with in accordance with the Data Protection Act(1998), NHS Code of Practice (2003) and disclosure to a third party will not be given without consent of the patient or guardian. Children over the age of 16 are treated as adults and their medical information and test results will not be divulged to their parents without written consent.
Patients have a responsibility to the practice including
keeping appointments and respect for all staff.
There is a Zero Tolerance policy in force for all violent and abusive
Patients which could result in patient being removed from the Practice list.
Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.
It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.
Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone.
How your information is used and shared is controlled by law and strict rules are in place to protect your privacy.
We need to make sure that you know this is happening and the choices you have.
Suggestions for improvements and compliments are welcome. We hope you will never have cause to complain, either with regard to your medical treatment or for any other reason. However if such an occasion arises we would hope that an informal discussion with a Manager would enable any situation to be resolved. We do have an in house complaints procedure in common with all primary health care teams and a leaflet explaining this procedure is available from reception.
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Practice Manager, Carly Bassett 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 let us know as soon as possible, ideally by letter within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
The practice will acknowledge your complaint within 3 working days and aim to have looked into your complaint within 25 working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:
Our local clinical commissioning group is South Norfolk Clinical Commissioning Group (SNCCG)
Visit the website.
Access to medical records by the Care Quality Commission
Dr Hadley Brown and Partners are registered with the Care Quality Commission (CQC). The CQC regularly inspect the quality of care we provide.
Sometimes inspectors will need access to patient files but this should not be routine and the CQC have to state why it needs to see the files and why they can't be anonymised.
If you object to the CQC accessing your record, please record this in writing and hand to a receptionist.