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Patients Charter and dealing with complaints



                         Patients' Charter


                                     THE UNIVERSITY SURGERY




Dr Dapo Alalade

Partner (General Practitioner)



Dr Bernard Klemenz

Partner (General Practitioner)



Dr Jiunn Den

Salaried General Practitioner


Dr Cheng Wong

Salaried General Practitioner





Practice Leaflet:

All new patients will receive a copy of our practice leaflet and copies will be displayed at the reception desk.


Surgery Premises:

Our surgery building will be welcoming, easy for patients to find their way around and appropriate to the needs of users, including the disabled.


Patients' rights to General Medical Services:

Patients have the rights to be registered with a General Practitioner,change doctor if desiredbe offered a health check on joining the practice receive urgent care at any time from the practice receive appropriate drugs and medicines be referred for specialist or second opinion if they and the GP agree

have the right to view their medical records, subject to the Acts and associated procedure, and to know that those working for the NHS are under legal obligation to keep the contents confidential.


Changes to Procedures:

When changes are introduced to practice procedures that affect patients, we will ensure that these are clearly explained, by means of a brochure; waiting room noticeboard or individual leaflets, giving as much notice as practicable.


Repeat Prescriptions:

To ensure the best possible knowledge of your personal health, these will be signed by your usual GP wherever possible.



  • Urgent referrals to other health and social care agencies will be made within one working day of the patient consultation. Where requested, our GPs will refer you to a private health provider.
  • We will normally process non-urgent referrals within five working days of the patient consultation or the doctor's decision to refer.

Test Results:

When a doctor or nurse arranges for a test to be taken the patient will be informed how to obtain the result. (results are normally available after 2 pm the following day)


Transfer of Medical Records:

The Practice will endeavour to dispatch any medical record required by the Health Authority within seven working days and same day if the request is urgent.


Privacy and Confidentiality:

We will respect our patients' privacy, dignity and confidentiality at all times.




With a Doctor:     For routine consultations we will endeavour to offer patients an appointment within five working days of the request.   For medically urgent requests, we will offer an appointment on the same day.


With a Practice Nurse:     For routine appointments we will offer an appointment within five working days.

If there is a delay in the appointment wait (when you arrive) we will let you know.

We are happy to update you on any delay situation if you feel that you have been waiting too long.


Home Visits:

We are unable to guarantee a specific doctor will visit you as this depends on availability and other factors. The decision to home visit will be at the doctors’ discretion.

Out of Hours Emergencies:

We will do everything possible to ensure that our system for contacting the duty doctor is easy to follow, reliable and effective.


Waiting Times:

Surgeries will normally start on time.

We expect patients to be seen within a reasonable time of their appointment time, however the practice cannot foresee what medical emergencies may turn up on the day, which may cause a significant wait for your appointment.  Should a doctor be called away on an emergency, we will inform the patients and give them an opportunity to book an alternative appointment.

   With these rights come responsibilities and for the patients this means:


Courtesy to the staff at all times - remember they are working under doctors' orders.

Responding in a positive way to questions asked by the reception staff.

To attend appointments on time or give the practice adequate notice that they wish to cancel.   Someone else could use your appointment!

An appointment is for one person only - where another member of the family needs to be seen or discussed, another appointment should be made and the Medical Record be made available.

Patients should make every effort when consulting the surgery to make best use of nursing and medical time - home visits should be medically justifiable and not requested for social convenience.

When patients are asked to give 48 hours notice for repeat prescriptions, please give us this time as it is to allow for accurate prescribing.

Out-of-hours calls (e.g. evenings; nights & weekends) should only be requested if they are felt to be truly necessary.

Suggestions & Complaints

Complaints Form

Please find above our complaints form, which can be sent to the practice either by email to or by post to The University Surgery, The Nuffield Centre, St. Michael's Road, Portsmouth.  PO1 2BH  Or delivered by hand to the University Surgery reception desk.

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

If you have a complaint or concern about the service you have received from the doctors or any of the personnel as part of an NHS complaints system, which meets or exceeds national criteria.


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 writing to the Practice Manager (either by letter or by requesting a complaints form from the reception team).  He/she will make sure that we deal with your concerns promptly and in the correct way.  You should be as specific and concise as possible.


We keep strictly to the rules of medical confidentiality, if you are not the patient, but are complaining on their behalf, you must have their written 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. 


We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received.  If we expect it to take longer 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 the same problem does not arise again.

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

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