The Willow Group: contact us

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• to treat you with respect and courtesy at all times
• to treat you as an individual, and to discuss with you the care and treatment we can provide
• to give you full information on the services we offer
• to give you the most appropriate care by suitably qualified staff
• to provide you with urgent care when you need it
• to refer you to a suitable consultant when necessary
• to give you access to your health records, subject to any limitations in the law

• to treat all staff and other patients with respect and courtesy at all times
• to tell us if you are unsure about the treatment we are offering you
• to keep your appointments and contact us if you cannot attend
• to ask for a home visit only when you are unable to attend the medical centre through illness or infirmity, and to request the visit before 10am, where possible
• to ask for an out of hours visit only when necessary
• to respect the premises

The care of your health is a partnership between you and the practice team. Success of that partnership depends on a number of factors. Following discussion you will receive the most appropriate care given by suitably quailified people. No care or treatment will be given without your informed consent. In the interest of your health it is important for you to understand all the information given to you.

You have a right to expect a high standard of medical care from our practice and we will try at all times to provide the best possible care within the resources available. In order for you to assist in this, we require that you take full responsibility for ensuring that you do not abuse the service. For example, it is your responsibility to keep medical appointments and follow the medical advice given.

Very occasionally, a practice-patient relationship breaks down completely. In this situation the patient may choose to register with a different practice. The practice also has the right to remove a patient from their list. This would generally only follow a warning letter that had failed to remedy the situation and we would normally give the patient a specific reason for the removal.

New patient charter

We have our new patient charter which sets out what our patients can expect from us and how patients can support us. This can be found here: You and Your General Practice NHS England YYGP document

As we work together to make improvements there are a few things that you can do to help support us, these are:

1. Be prepared: Before an appointment, think about writing down your symptoms, what you are worried about and what you want to talk about.
2. Be on time: Being late for an appointment or being unavailable for a timed call-back can affect other patients.
3. Cancel if needed: If you can’t go to your appointment, tell us as soon as you can, so we can offer it to someone else.
4. Use the NHS App or website: If you’re confident using smart phones or computers, you can book or cancel appointments, order repeat prescriptions, and see your test results online. Or scan the QR code 
5. No Internet Access: If you have difficulty accessing the internet you can call or come into the surgery and our Care Navigators will help fill out the eConsult with you.
6. Turn on notifications: If you use the NHS App, turn on notifications so we can contact you more easily.  Please keep an eye out for messages.
7. Order repeat medicines on time: Make sure you ask for repeat prescriptions on time, so you don’t run out, and only order what you need.
8. Join the Patient Participation Group: we have a group of patients who offer feedback on the services we deliver.

If you have any questions, or any feedback regarding the practice please contact us on hiowicb-hsi.mywillowexperience@nhs.net

Violent patients - zero tolerance

The NHS operates a zero tolerance policy with regard to violence and abuse, and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard staff and other patients and persons.

Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person's safety.

In this situation we are obliged to notify the patient in writing of their removal from the list and record in the patient's medical record the fact of the removal and circumstances leading to it.

We constantly strive to provide an excellent, friendly and efficient service. We care for our patients and want to ensure they get the best health advice and treatment possible.

We always appreciate your feedback and are happy to hear from you whenever there is something you would like to bring to our attention. We realise that occasionally things do not go as smoothly as we would like and believe it is better we deal with issues as they arise so we encourage you to raise your concern with a member of staff or site manager promptly.

We operate a practice-based complaints procedure, part of the NHS system for dealing with complaints. Any member of staff will give you further information on this. Our Compliments Concerns and Complaints Patient Information Leaflet gives details of the procedure.

Our aim is to give you the highest possible standard of service and we try to deal swiftly with any problems that may occur.

If there is anything you want to tell us about: things we do well or could do more of, things we could improve, or maybe things we haven’t thought of and you’d like to see at Willow, please use the send a message to hiowicb-hsi.mywillowexperience@nhs.net or write to our patient experience team at:

The Primary Care Patient Experience Team
Forton Medical Centre
Whites Place
Gosport
PO12 3JP
Tel: 023 9200 5450

Email: hiowicb-hsi.mywillowexperience@nhs.net

One way for us to listen to our patients is via our Patient Participation Group (PPG) so that you can have your say.

There is a core group of patients who meet regularly with practice staff to discuss ways forward. We know there are many others who can make an important contribution but are unable to attend these meetings. Therefore we are also looking for volunteers to be ‘virtual members’ of the group.

When we have specific questions to ask, we will email a survey to this larger group. We will keep our surveys brief so it shouldn’t take up too much of your time.

We aim to have around a hundred patients in the group from as broad a spectrum as possible. We need young people, workers, retirees, people with long-term conditions and people from minority groups.

You are not limited to completing surveys. We also want to hear from you if you have a burning issue or idea for discussion by the PPG.

To join the PPG, virtual group, or send in a comment, please email our Patient Experience Team hiowicb-hsi.mywillowexperience@nhs.net.

Please Note: messages sent to the PPG will be seen by members of the Patient Participation Group. Please do not send any personal, medical or confidential information.