Practice

Welcome to School Lane Surgery

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.

Practice Areas

School Lane Surgery covers the following area :

• Barnham     
• Brettenham     
• Croxton
• Elveden        
• Euston               
• Kilverstone  
• Thetford          
• Rushford

Please contact the Surgery if you have any queries.

Access for the Disabled

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.

Smoking

Smoking is not permitted in the surgery.

Mobile Phones

Please switch off your mobile phones when in the surgery.

Change of Address or Name

Please let us know if you change your address or name.

Personal Health Information

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.

Rights and Responsibilities of Patients

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.

Patient Comments

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.

Complaints - How to Complain

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:

• 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

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:

• Ascertain the full circumstances of the complaint.
• Make arrangements for you 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.

Continue Reading more about Complaints...