What to expect at your appointment
If you don’t yet know the date, time and place for your appointment, please contact us on 0333 999 2586 quoting any appointment reference numbers you may have.
We are fully compliant with the Disability Discrimination Act. If you need our language service or if you have any special access needs such as wheelchair use, please let us know prior to your appointment by contacting us on 0333 999 2586.
When visiting us, please ensure:
• You bring your appointment letter
• You bring details of any medicines you are taking
• You bring a list of any questions you want to ask
• You’re appropriately dressed as you may need to partly undress for the Clinician to fully assess you. For example; bring a pair of shorts for leg problems, or a vest top for shoulder problems.
Once your condition has been assessed, you may need further treatment, advice, physiotherapy, investigations or be seen again.
If you require ongoing treatment, e.g. referral to a hospital or to attend further physiotherapy sessions, we will discuss your options in detail with you and help you with your choices. Once your appointment is complete, we will write to your GP providing full details of the assessment and management.
Cancelling or changing your appointment
If you are not able to make your appointment, please telephone us to let us know. We will then be able to offer this appointment to another patient.
Failure to attend your appointment
If you fail to tell us you are not coming to an appointment, you may be discharged from the service. If you are discharged we will write to your GP informing them and, should you still need an appointment, they will need to refer you again.
Text messages (SMS)
You may receive a text message confirming or reminding you of your appointment. If you would prefer not to, please let us know.
Transport
Wherever possible, it is hoped that you will be able to travel to the clinic by car or public transport. If you currently qualify for patient transport on medical grounds to get to hospital our patient transport service is available to you. If you haven’t already advised your GP at your appointment that you need this service, please contact us on 0333 999 2586 to arrange.
Bringing children to your appointment
If you need to bring your child or children to your appointment, please ensure a friend or relative (over the age of 18) is able to come with you to look after them. Unfortunately, we have no child minding facilities and our staff are not able to look after them during your appointment.
Patient Experience Service
The Patient Experience Service helps patients, their families and carers when they need advice have concerns or do not know where to turn. They welcome all compliments, suggestions, concerns and complaints, as these help monitor the quality of services and make improvements where necessary. It is a confidential service providing information on all aspects of NHS services. If patients wish to highlight issues or concerns but do not want to make a formal complaint the Patient Experience Service will report these to the key people within the service responsible for improving the patient experience.
Telephone: 0800 328 5640 Email: bucksccg.palscomplaints@nhs.net
Consent, privacy and dignity
We always ask you for permission before any of our staff examine or treat you. Maintaining your privacy and dignity is a priority for us. We’ll listen to your personal preferences and your needs and act upon them wherever possible. If you require a trained chaperone to be present during your assessment please contact us well in advance of your appointment so that we can arrange this for you.
Confidentiality
All information (on paper and on computers) is confidential and stored safely. At all times our staff follow NHS guidelines and the GDPR regulations.
Seeing your medical records
You have the right to see your own medical records. This may include information held on a computer or on paper. If you would like to see this information, please speak to the staff. If you would like to receive copies of your records you should write to the service manager at the address listed below. If you would like to have copies of letters that we send to your doctor please tell the staff at the clinic.
Patient satisfaction
Practice Plus Group staff aim to provide you with high quality services. We regularly ask our patients about their experiences with us and welcome your opinions. This helps us to remodel and develop the service further.
You can speak to a member of staff when you are at the clinic.
Alternatively, you can contact the service manager on 0333 999 2586 or write to the address listed below.
You can also ask us for patient satisfaction statistics or view them at our website.
Confidentiality
All information (on paper and on computers) is confidential and stored safely. At all times our staff follow NHS guidelines and the GDPR regulations.
Seeing your medical records
You have the right to see your own medical records. This may include information held on a computer or on paper. If you would like to see this information, please speak to the staff. If you would like to receive copies of your records you should write to the service manager at the address listed below. If you would like to have copies of letters that we send to your doctor please tell the staff at the clinic.
Patient satisfaction
Practice Plus Group staff aim to provide you with high quality services. We regularly ask our patients about their experiences with us and welcome your opinions. This helps us to remodel and develop the service further.
You can speak to a member of staff when you are at the clinic.
Alternatively, you can contact the service manager on 0333 999 2586 or write to the address listed below.
You can also ask us for patient satisfaction statistics or view them at our website.
If you have a complaint – talk to us
We want to give our patients the best possible care. However, problems can arise. Sometimes this is because of a misunderstanding which can be sorted out promptly if our staff are told. We will investigate any complaints from patients or their representatives thoroughly.
If you are unhappy with the services or care we are providing, please contact the service manager on 0333 999 2586 between 9am and 5pm Monday to Friday.
You can also write to:
Service Manager
Practice Plus Group
Unit 2
The Merlin Centre
Cressex Business Park
Lancaster Road
High Wycombe HP12 3QL
Email: practiceplusgrp.bucks-music@nhs.net
Please include the following:
• Your name and address
• Details of your complaint, including the date of when you were
seen or treated
• Any other comments that you wish to make
We will respond to your concerns considerately, quickly and as effectively as possible in line with the NHS Complaints regulations (2009).
For full information on our complaints procedure, please ask for a leaflet at reception.
What to expect guide
Download the what to expect guide.
