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Self Care Medicines.

The Medicine Optimisation Team of the Cambridgeshire CCG has instructed us to stop prescribing treatments that are available over the counter, inexpensive and used intermittently. This includes hay fever medication which we are therefore no longer routinely issuing and instead asking patients if they are able to purchase themselves. 

The main reason for this rationing is the very challenged financial position of the Cambridgeshire health economy which if not addressed will result in cuts to important services which will affect us all but we must also remember that there are advantages to buying these medications as it promotes self care, independence and reduced reliance on the surgery.

At The Spinney we understand that such changes are not popular but all of us must do what we can to protect our fragile health economy and we will prescribe for those patients unable or unwilling to support our local NHS in this way. 

Patient Feedback

We welcome patient feedback and ask that if you have a positive experience of the practice that you take the time to leave feedback on the NHS Choices website at


We make every effort to give the best possible service 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 resolved as quickly and as amicably as is possible.

If you have any concerns then please contact the Managing Partner in the first instance who will deal with them appropriately. For written information regarding the complaints procedure detailed below please ask at reception.

Our Complaints Procedure 

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria as laid down by the NHS.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do this, please let us have details of your complaint:

· Within 12 months of the incident that is the cause of the problem; or

· Within 12 months of discovering that you have a problem,

Complaining on behalf of someone else. Please note that we keep strictly to the rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have his or her permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this.

What you should do

Complaints should be addressed to the Managing Partner 

Telephone: 01480 484720

Alternatively, you may ask for an appointment with the Managing Partner in order to discuss your concerns. The Managing Partner will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Our Commitment to You

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within the time scale agreed with you.  The time taken to investigate your complaint will depend on its complexity and the number of people involved. We shall then be in a position to offer you an explanation, or a meeting if that is more appropriate. When we look into your complaint, we aim to:

· Find out what happened and what should have happened.

· Make it possible for you to discuss the problem with those concerned if this is your wish.

· Ensure the complaint is resolved to your satisfaction.

· Make sure you receive an apology, where this is appropriate.

· Identify what needs to be done to ensure the problem does not arise again.

Our Principles are

· To get it right

· To be patient focussed

· To be open and accountable

· To act fairly and proportionately

· To put things right

· To seek continuous improvement


Complaining to NHS England

We hope that, if you have a problem, you will use our practice complaints procedure to ensure it is resolved. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

This however does not affect your right to approach NHS England if you feel you cannot raise your complaint with us. 

In this instance you should contact:

NHS England, PO Box 16738, Redditch, B97 9PT

Telephone:  0300 311 22 33  Email:


Complaining to the NHS Ombudsman

If your complaint is not resolved by the practice it can be referred to The Parliamentary and Health Service Ombudsman. All records will have to be provided to the Ombudsman to assist with the resolution of your complaint. They can be contacted by;

Telephone:  0345 015 4033 or email: or in writing to: The Parliamentary and Health Service Ombudsman, MillbankTower, Millbank, London, SW1P 4QP or via the website:


The CCG Patient Experience Team

For support and help regarding issues with other NHS organisations, The Patient Experience Team provides

· Advice and support to patients, their families and carers

· Information on NHS services

· Listens to concerns, suggestions or queries

· Help to sort out problems quickly.

If you would like to talk to someone in the PET, the telephone number for Cambridgeshire is 0800 279 2535 or email:

Patient Experience Team, Cambridgeshire & Peterborough CCG, Lockton House, Clarendon Road, Cambridge. CB2 8FH


For information and help in making a complaint you can contact POhWER who are an Independent Complaints Advocacy Service (ICAS) at Unit 26A, E Space North, 181 Wisbech Road, Littleport, Cambs. CB6 1RA. Helpline number is 0845 4561084




The CQC doesnt manage individual complaints about GPs and their services. You can find out more about making a complaint in the CQC leaflet or from the CQC website.

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