Welcome to NHS Bespoke, where our dedicated team provide a high standard of care for all your medical needs. If you have not yet registered, please contact us to do so. You will need to visit the surgery in order to complete registration.

At GP Bespoke, we are committed to providing the highest quality of care to all our patients. We understand that occasionally things may not go as expected, and we value feedback from our patients to help us improve our services. If you have a complaint, we aim to address it promptly and fairly. This document outlines the procedure to follow when making a complaint.

**1. Initial Contact**

If you have a complaint, you can raise it in person, by phone, or in writing. Our staff members are trained to handle complaints sensitively and will assist you in starting the process.

**2. Formal Complaint Submission**

If you choose to submit a formal complaint, please provide as much detail as possible, including:

– Your name and contact information
– Details of the complaint, including dates, times, and names of staff members involved (if applicable)
– Any relevant documentation or evidence

You can submit your complaint in writing or by using our official complaint form, which is available at the reception desk.

**3. Acknowledgment of Complaint**

Upon receiving your complaint, we will acknowledge it within [X] working days. This acknowledgment will include:

– Confirmation of receipt of your complaint
– Details of who will be handling your complaint
– An estimated timeframe for the investigation and resolution of the complaint

**4. Investigation**

Your complaint will be thoroughly investigated by our complaints manager or designated member of staff. This may involve gathering additional information, interviewing staff members involved, or reviewing relevant records.

**5. Response**

Once the investigation is complete, you will receive a written response detailing the outcome of the investigation and any actions taken as a result. This response will be provided within [X] working days from the date of acknowledgment of your complaint.

**6. Escalation**

If you are not satisfied with the response to your complaint, you have the right to escalate it further. You can request a review of your complaint by an independent body or escalate it to the relevant regulatory authority.

**7. Feedback and Follow-up**

We value feedback on our complaints process and welcome any suggestions for improvement. After your complaint has been resolved, we may contact you for feedback on how we handled the process and to ensure that you are satisfied with the outcome.

**Confidentiality**

All complaints will be handled confidentially and in accordance with data protection regulations. Information gathered during the complaints process will only be used for the purpose of resolving the complaint and will not be disclosed to any third parties without your consent.

We are committed to ensuring that all complaints are handled fairly, promptly, and with respect for the individuals involved. Your feedback is essential in helping us improve our services, and we appreciate your cooperation in this process.

If you have any questions about our complaints procedure or require assistance in making a complaint, please do not hesitate to contact our reception team, who will be happy to assist you.

At GP Bespoke, we are dedicated to upholding the highest standards of transparency and accountability in our operations. We believe that transparency fosters trust and confidence among our patients and the wider community. This policy outlines our commitment to transparency and the measures we undertake to ensure it.

1. Open Communication

We are committed to open and honest communication with our patients, staff, and stakeholders. We strive to provide clear and accessible information about our services, policies, and procedures.

2. Patient Information

We respect the confidentiality of patient information and comply with all relevant data protection laws and regulations. Patient information will only be shared with authorized individuals for the purpose of providing healthcare services or as required by law.

3. Service Information

We provide comprehensive information about our services, including the range of medical treatments and procedures offered, service hours, and contact details. This information is readily available on our website, in our practice brochure, and through our reception team.

4. Pricing and Billing Transparency

We are transparent about our pricing and billing practices. Patients will receive clear and detailed explanations of the costs associated with their healthcare services before treatment. We also provide information about accepted payment methods, insurance coverage, and any financial assistance programs available.

5. Quality and Safety

We are committed to delivering high-quality, safe, and effective healthcare services. We maintain rigorous standards of clinical governance, quality assurance, and patient safety. Information about our performance, including clinical outcomes, patient satisfaction scores, and any relevant accreditations or certifications, is made available to patients upon request.

6. Complaints and Feedback

We encourage feedback from patients and stakeholders to help us improve our services. Our complaints procedure is transparent and accessible, and we endeavor to address all complaints promptly and fairly. Information about how to make a complaint and the steps involved in the complaints process is readily available to patients.

7. Staff Transparency

We value our staff and are committed to providing a transparent and supportive working environment. We communicate openly with staff members about practice policies, procedures, and any changes that may affect their roles. We also provide opportunities for staff feedback and involvement in decision-making processes.

8. Community Engagement

We actively engage with our local community to build trust and foster positive relationships. We participate in community events, provide health education and outreach programs, and seek input from community members on matters affecting their healthcare needs.

9. Compliance and Regulation

We adhere to all relevant laws, regulations, and professional standards governing the provision of healthcare services. We regularly review and update our policies and procedures to ensure compliance and accountability.

10. Continuous Improvement

We are committed to continuous improvement in all aspects of our practice. We regularly review our transparency policies and practices to identify areas for enhancement and implement changes as necessary.

Implementation and Review

This transparency policy is communicated to all staff members and stakeholders and is regularly reviewed and updated to reflect changes in legislation, regulations, or best practices.

Below are the extensive variety of medical examinations, reports, and certificates that our practice offers:

Medical Examination

Insurance medical
Pre-Employment Medical
HGV / PSV
Elderly Drivers
Fitness to Travel
Fitness to attend school

Reports

BUPA/PPP forms etc
Sickness/Accident benefit claim
Employers report and opinion

Certificates

Private Sick Note
Vaccination Certificate
Holiday Cancellation Form
Fitness to Travel Letter

This website has been built by our website developers (Regis IT) to be as accessible as possible whilst maintaining a high level of usability.  We have made accessibility checks at every stage of the design and development.  We also regularly check the site to ensure that accessibility is maintained.

If you have trouble viewing this website, would like to provide feedback on this site’s accessibility or would like to know more about our Accessibility Standards please contact us.

Change this website’s appearance

This website is built using standard internet technologies and can be manipulated by an individual visitor for ease of use.

To increase or decrease the size of web pages is to use your browser’s Zoom feature.  All modern browsers (including Edge, Internet Explorer, Chrome, Firefox, Safari & Opera) support a simple and easy-to-use way of making web pages bigger or smaller. You do this either by using the browser’s settings menu/button or the following key combinations which work across all browsers:

One of the benefits of this approach is that the browser will retain the zoom setting.  So if you have difficulty reading websites, use the zoom feature to make the websites you visit display bigger.

On tablets and mobiles, you can pinch in or out to zoom web pages.

We also use an accessibility widget, placed in the bottom right of your screen. This widget allows you to customise the website to make it easier to read. The accessibility widget has built in pre-sets to help make the website easier to use, along with individual custom settings to suit your needs.

According to https://www.accessibilitychecker.org/, this website is 100% compliant with the Web Content Accessibility Guidelines (WCAG) version 2.1 AA standard, using the automatic scan.