Rectory Lane,
TS14 7DJ

Practice Policies and Service Information

Complaints Procedure

We strive to provide a quality service at all times but if you consider that something has not gone as you feel it should then we have practice complaints procedure to deal with this. You can write, or ask to speak with, the Practice Manager who will fully investigate your complaint.

There is a complaints form if you prefer to download it.

We are always open to suggestions for improving our services.

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Infection Control Annual Statement

Infection Control Annual Statement

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How you can help yourself and us

You can play your part in managing your own health and well being by:

  1. Maintaining a healthy lifestyle. Eating a varied and healthy low fat diet, taking regular exercise, not smoking
  2. Ordering your repeat medication in plenty of time so you do not run out
  3. Telling us if you have any (medication) allergies
  4. Answering questions about your health and lifestyle frankly and honestly
  5. Ensuring your contact information is kept up to date

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Your responsibilities to us

  1. Please inform us as soon as possible if you are unable to keep an appointment as it can be given to somebody else. You yourself may, in future, benefit by another patient’s consideration.
  2. Please treat everyone on our premises as you would wish to be treated yourself; with respect, courtesy and without aggression, actual or threatened violence, and without discrimination on the grounds of gender, culture, age, religion or sexuality. Our practice actively seeks to value diversity. Discrimination will not be tolerated.
  3. Any patient acting in contravention of any of the above may be required to leave the practice list with or, in the case of violent or threatening behaviour, without notice.

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Zero Tolerance Policy

The NHS operates a Zero Tolerance Policy with regard to violence and abuse, the practice having the right to remove violent patients from the list with immediate effect in order to safeguard staff, patients and other persons attending the surgery.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety. In the event of an occurrence of this nature, we are obliged to notify the patient in writing of their removal from the list and record in the patient medical record the reason for the removal. The NHS Tees Valley Clinical Commissioning Group (CCG) is then responsible for providing further medical care for such patients.