Welcome to Wight Primary Partnerships Ltd

Mission Statement

Our aim is to provide the highest quality medical care and treatment in a friendly and comfortable environment.

We provide general medical services for patients registered with our Practice and immediate and necessary healthcare support for any person not registered with us who have an urgent medical need while temporarily living within our practice area. Weekday evening, Saturday and Sunday morning appointments, booked in advance, are available for those who are unable to attend during normal surgery hours. These appointments may be over the telephone or via video link and may not be based at Brookside Health Centre.

Operating mainly from the Health Centre, we have a large number of Health Care Professionals, including GPs, Advanced Nurse Practitioners, Nurse Consultant, Practice Pharmacist, Practice Nurses, Healthcare Assistants, Musculoskeletal Practitioner, and Social Prescriber.

The Care Quality Commission (CQC) are the independent regulator of health and adult social care in England.

The CQC make sure health and social care services provide people with safe, effective, compassionate, high-quality care and encourage them to improve.

They monitor, inspect and regulate services to make sure they meet fundamental standards of quality and safety and publish what is found, including performance ratings to help people choose care.

Click here for our latest rating.

The public access Brookside Health Centre is via our main entrance which is adjacent to the public car park at Moa place, Freshwater.  There is no public access or parking available via Queens Road. This is a private car park for the use of Doctors, Practice staff and emergency vehicles only.

At Brookside Health Centre there are disabled parking bays adjacent to the front door in the public pay and display car park at the front entrance to the Practice.

We comply with requirements for disabled access and we provide disabled toilet facilities.

If you need translation or interpreter support please ask our Patient Co-ordinators for details.

We are a training practice. This means that fully qualified Doctors are able to undertake additional GP training in the Practice in order to take up a career in General Practice. These doctors (called GP Specialist Registrars) work with the practice team for up to one year before becoming General Practitioners after completing their training. They are at all times encouraged to seek advice when required from the practice GPs.

Occasionally, we have students and trainees visiting the practice to gain experience in general practice. If you are at all unhappy for them to be in attendance during a consultation at the practice, please inform the Patient Co-ordinator on arrival or as soon as you are made aware that there will be someone else in attendance.

Publication of GP net earnings 2020/21

Published March 2021

NHS England requires that the net earnings of doctors engaged in the practice is publicised, and the required disclosure is shown below. However it should be noted that the prescribed method for calculating earnings is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgement about GP earnings, nor to make any comparison with any other practice.

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice.

The average pay for GPs working in Brookside Health Centre in the last financial year was £58,327 before tax and National Insurance. This is for 2 full time GPs, 1 part time GP and 5 Locums who worked in the practice for more than six months.

How to Complain

PATIENT COMPLAINT

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  We operate a Practice Complaint Procedure as part of an NHS complaint system, which meets national criteria.

HOW TO COMPLAIN

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned.  If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days.  This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem.

You should address your complaint: –

• In person – ask to speak to the Patient Communications Manager.
• In writing – some complaints may be easier to explain in writing – please give as much information as you can, then send your complaint to the practice for the attention of the Patient Communications Manager (you can use the attached form).

The Patient Communications Manager will make sure that we deal with your concerns promptly and in the correct way.  You should be as specific and concise as possible.

COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request).  If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed unless they are incapable (because of illness or infirmity) of providing this.

WHAT WILL WE DO

We will acknowledge your complaint within 3 working days and aim to carry out a full investigation as soon as possible.  If we expect our investigation to take some time we will explain the reason for the delay and tell you when we expect to finish.

When we look into your complaint, we will: –

• investigate the circumstances
• make it possible for you to discuss the problem with those concerned
• make sure you receive an apology if this is appropriate, and
• take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigations.

TAKING IT FURTHER

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best change of putting right whatever has gone wrong and the opportunity to improve our practice.

However, if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint, you may refer the matter to:

By Post:

NHS England

PO Box 16738

REDDITCH

B97 9PT

Electronically:

england.contactus@nhs.net

Please write “For the attention of the Complaints Manager in the subject line.

By Telephone:

0300 311 2233 (Monday to Friday 9am to 5pm except Wednesdays when open at 9.30am, excluding Bank Holidays)

COMPLAINT FORM

Health Complaints Advocacy info for websites:

Do you have a complaint about NHS treatment you,

or someone you know has received?

SWAN Advocacy are commissioned by the Isle of Wight Council to provide the free, independent and confidential support to:

• Anyone who requires support to make a complaint about their NHS care
• Anyone who wishes to complain on behalf of a friend or relative, provided that person has given written consent where they are able to do so. We can also support with complaints about the treatment of someone who has died
• Young people (under age 18) who are entitled to complain independently

Using the NHS Complaints Procedure, SWAN can help you complain about:

• a hospital or GP surgery
• the ambulance service
• a dentist
• a pharmacist
• an optician
• an NHS funded care home
• NHS staff or clinicians
• an NHS specialist service

Our specially trained advocates can:

• Help you to understand the NHS complaints process.
• Support you with letter writing.
• Support you in preparation for and attendance at Complaints Meetings.
• Assist with taking your case to the Parliamentary and Health Service Ombudsman.
• Ensure your views, feelings and concerns are listened to by the appropriate NHS body
• Refer you to other agencies where appropriate.

For free, independent and confidential support, contact SWAN at:

Tel: 03333 447928

Email: IoW@swanadvocacy.org.uk

Web: www.swanadvocacy.org.uk/iow