The Accessible Information Standard (AIS) aims to make sure that disabled people have access to information they can understand and any communication support they might need.

If you have a communication need and would like to receive information in a different format to help you understand please let us know at reception. Such formats could include large text, easy read documents or you may require an interpreter for appointments.

Once we have this information, we will record it in your records so we can take steps to ensure you receive the information you can access and understand and also receive any communication support you require.

Further information please see Accessible Information Standard on the NHS website.

We strive to give a quality service at all times, if you feel that you have not been treated as you should, we do have a procedure to deal with your complaint.

Medical and clinical matters should be discussed with the Doctor; administration problems should be addressed to the Practice Manager.

All complaints will be recorded and fully investigated and hopefully matters will be put right to the satisfaction of both parties.

We are also happy to receive and listen to any suggestions and comments you may have to improve our service to you.

We are happy to receive anonymous suggestions via our suggestions box in the waiting room.

All patients registered at Brotton Surgery have a named doctor who has overall responsibility for your care and support. Your registered GP is also your named accountable and your allocated GP. Your allocated GP will be responsible for the provision of your healthcare. If you choose to see another doctor at the surgery you are entirely free to go on doing so exactly as before.

If you are unsure of who is your named Doctor please ask at reception

New patients are allocated a Doctor on Registration.

• Vulnerable Adults Policy
• Child Protection Policy

The NHS operate 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 practice staff, patients and other 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 will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.