Stack Garth | Brandon | Durham | DH7 8SJ | telephone 0191 378 2099

Brandon Lane Surgery





Code of Conduct

Suggestions and Criticism

Occasionally things do not go as smoothly as we would like.  This is often due to matters beyond our control, such as emergencies.

Whilst we try to provide a good service, we recognise there is always room for improvement!  If you feel you have anything to say to help us achieve this, we have a suggestion box on display in reception in which you can place your comments. We also offer a Patient Complaints Procedure to deal with comments, suggestions and complaints about the service we provide.  Please address any comments or complaints to our Practice Manager, Karen Wood.

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

The Independent Complaints Advocacy may also be able to provide advice if you have a complaint about a hospital, General Practice, dentist, pharmacist, optician or NHS funded care home.

Their contact details 9am – 5pm Monday – Friday are:
Email: [email protected]
Tel: 08088023000
North East HAS ICA
Aidan House
Sunderland Road
Gateshead  NE8 3HU

Change of Personal Details

If you change your name, address or contact details (such as your telephone number or email address), please let us know as soon as possible so that we can update our records.
Please ask at reception for a ‘Change of Details’ form.

If you are receiving treatment at a hospital it might also be a good idea to inform them of any changes so that both our records are consistent when we communicate with them.

Zero Tolerance to abusive behaviour

This Practice adopts a ZERO TOLERANCE approach to violence and aggression.  Aggressive and violent behaviour is considered to be any personal, threatening or abusive language (cursing or swearing), gestures (including sexual), physical contact, derogatory sexual or racial remarks, shouting at any persons or applying force to any Practice property or the property of any persons within the Practice.  This includes people banging on desks or counters or shouting loudly in an intimidating manner.

This approach applies to any patients, visitors and any persons working within the Practice demonstrating any of the above behaviour towards patients, visitors or staff.  The Partners are committed to doing everything possible to protect staff, patients and visitors from unacceptable behaviour and to support zero tolerance to any incident that causes hurt, alarm, damage or distress.  It also applies to any Partner or Employee of the Practice whilst on duties away from the Surgery if their duties are related to the business of the Practice.

Patients who are violent or aggressive towards any person on Surgery premises will be removed from the Practice list.

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