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Welcome to Testvale Surgery – we hope that these notes will help you make the best of the services provided by our practice.

The practice has roots in Totton going back over a century and since 1987 has been at our present location. The premises have been gradually expanded since then to provide a fully equipped and staffed service for primary medical care.

HAVING YOUR SAY…

Customer feedback plays a vital role in the improvement of quality and future development of any organisation. Your Doctors’ Surgery is no different and we encourage all our patients to let us know how we are performing and where we could make changes to improve our service for all our patients.

There are many types of feedback – some good, some not so good – All equally important, and they are handled differently and by different people or organisations depending on the nature of the feedback.

To help you we have provided the following list to try and categorise the types of feedback we receive and who is best able to deal with it.

testvalesurgery

GENERAL FEEDBACK ON THE SERVICES WE PROVIDE

NHS Choices encourage patients to complete a short online survey at their website to give general feedback on the overall performance of their Practice. This can help other (prospective) patients to decide on the practice that is best for them. It also gives the practice a valuable insight into their patients’ thoughts on how the practice is performing.

You can complete the survey for Testvale Surgery by Clicking Here. You will see the survey on the right hand side of the page.

You can also use our feedback form to give us your general feedback, comments and suggestions – Click Here to go there now. And of course, you can email us ( practicemanager@testvalesurgery.co.uk) or send us your thoughts in a letter, addressed to the Practice Manager, or drop a note in our Suggestion Box at reception.

LINks and PPG PATIENT PARTICIPATION PROGRAMS

Testvale Surgery provides services for the Hampshire Primary Care Trust and the trust provides a framework for Patients to become actively involved in discussion and decisions involving the future of the NHS in our area.

The West Hampshire Local Involvement Network (LINks) and our own Friends of Testvale Surgery Patient Participation Group (PPG) are always happy to hear from Patients who would like to offer their thoughts and experience to help develop services in the future.

Here’s how to contact them…

The Friends of Testvale
Testvale Surgery
12 Salisbury Road
Totton
Southampton
Hampshire
SO40 3PYTel: 023 8086 2130Email: friends@testvalesurgery.co.uk
West Hampshire PCT LINks
Deborah Upham
Omega House,
112 Southampton Road,
Eastleigh,
Hampshire,
SO50 5PBTel: 023 8062 7431

IF YOU ARE UNHAPPY WITH OUR SERVICE

We do our very best to offer a speedy, efficient and courteous service. Sometimes, to our great regret, even a well run service can fall short.

If you feel that you have cause for complaint, please write to, or ask to see, our Practice Manager who will be pleased to assist you personally and do his utmost to resolve any issues that you may have.

We genuinely invite comments on our service, in order to correct errors and make improvements.

In the event that you are not satisfied with the response you receive from our Practice Manager you can escalate your complaint. We have an NHS Complaints Procedure and if you wish to take this up please discuss the matter with our Practice Manager. You may also write to, or call, the Customer Service Manager at Hampshire PCT, 8 Sterne Road, Tatchbury Mount, Calmore, Southampton, Hampshire, SO40 2RZ (Tel: 023 8087 4545).

PALS

The Hampshire Primary Care Trust Patient Advice and Liaison Service is the first point of contact for all comments and complaints to the PCT.

It is advised that you contact them by telephone first and explain your complaint to an officer, they will then be able to advise you on the procedure to follow for your particular complaint and will be able to provide any necessary paperwork and help, where required, to progress the complaint as quickly as possible.

Here’s how to contact our Practice Manager and NHS Hampshire PALS…

The Practice Manager
Testvale Surgery
12 Salisbury Road
Totton
Southampton
Hampshire
SO40 3PYTel: 023 8086 6999Email: practicemanager@testvalesurgery.co.uk
NHS Hampshire Headquarters
Comments and Complaints
Omega House
112 Southampton Road
Eastleigh
Hampshire
SO50 5PBTel: 023 8062 7600Email: hamp-pct.CommentsandComplaints@nhs.net

You can also visit This Website for more information or
Read This Leaflet about Comments and Complaints.

Training Practice

Most of the time, we will have a doctor attached to the practice who is training for a career in general practice. He or she is fully qualified with three years’ post-graduate hospital experience and will be available for consultations.

We are occasionally involved in the teaching of medical students, nurses and midwives.

If you do not wish a student to be present during your consultation, please inform the receptionist.

Health Promotion

From time to time clinics for smoking cessation, Look After Yourself, ‘M.O.T.’ and other health issues will be run at Testvale Surgery. They will be advertised in the surgery reception area, on our website and in our practice newsletter, as appropriate. If you are unable to attend the surgery, the district nurse can offer advice in your home.

Clinics for the monitoring of certain chronic conditions, eg. asthma, diabetes, high blood pressure and heart disease are held by invitation. You will be advised if your doctor feels that you should attend.

We offer an annual flu vaccination program, free of charge, every September / October. Please ask for details.

Adults should ensure that immunisations for polio, tetanus and, when appropriate, hepatitis are up to date.