Complaints and Fair Access

Fair Access

You will be treated with respect and as a partner in your own health care. As patients, you are responsible for your health and that of any dependents. It is important that you adhere to information and advice given to you by health professionals, and co-operate with the practice in endeavouring to keep you healthy. If you would like a copy of our Practice Charter please do not hesitate to contact us, so that one can be sent to you.


We aim to provide comprehensive healthcare – both the prevention of illness and its treatment when the need arises. At Hanham Health we acknowledge that certain groups and individuals may experience discrimination through reasons of race, ethnic origin, colour, national origin, religion, disability, age, sexuality, gender, marital status, lifestyle, social status or appearance. Discrimination may be direct, indirect or actual victimisation. Our equal opportunities policies incorporate individual rights provided by the Human Rights Act. No individual or group applying for primary care services, employment or service contracts will be treated less favourably than anyone else.

Registering with our Practice

The practice is committed to ensuring that patients have appropriate access to our services according to their clinical needs. Patient registration with our practice is open to anyone who resides permanently in our practice area and who wishes to register with us for personal medical services.

Accessing the Practices Services

All patients applying for clinical care will be treated equally and services will be provided according to medical need. Medical assessment of all patients will be based on a clinical judgement of the patient’s problems and any treatment will be prescribed according to the likely effectiveness of that action, after informed discussion with the patient. Our team members have a responsibility to treat all patients and colleagues equally and to not subject any individual to discrimination of any kind.

Our Practice Team

In return we expect patients who choose to be registered with our practice to extend these principles to their individual contact with members of our team. Whilst patients obviously have the right to choose which clinician they wish to see, we are not able to tolerate actions, which could be interpreted as an act of discrimination, for any reasons, on the part of the patient against any individual member of our practice team.

Complaints of discrimination

Any complaints of discrimination will be treated seriously and fully investigated.

If you have any problems or concerns you can speak in confidence to either your doctor or a member of the management team, simply by contacting the surgery reception on 0117 935 2318.

General Complaints

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. We are continually striving to improve our service. We appreciate that people often do not like to complain, but assure you that we do want to know if you are not satisfied. If you have a comment, complaint or suggestions please tell any member of staff who will assist you. You may be asked to complete a Feedback Form. Shortly after completing the form, a member of the management team will make contact with you. Should you prefer to speak to one of the doctors this can be arranged. For more details please read our Complaints Procedures.


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