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.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
How to complain
It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out. If you wish to make a complaint, please let us have details of your complaint as soon as possible so we can find out what happened.Our staff will explain the complaints procedure to you and make sure that your concerns are dealt with promptly.If you have a complaint and wish to discuss your concerns, you can ask to speak to the Practice Manager.You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.
Complaining on behalf of someone else
Medical records are protected by the Data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (e.g. due to illness) of providing this.
What we will do
We will contact you about your complaint within three working days and offer to discuss with you the best way to investigate it, including the time scales for a reply. We will aim to :
- Find out what happened and what went wrong.
- Invite you to discuss the problem with those involved, if you would like this
- Apologise where this is appropriate.
- Identify what we can do to make sure that the problem does not happen again.
If you feel that the practice was unable to resolve your issues then you can get in contact with (NHS England), contact details below.
Complaining to NHS England
We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach NHS England, who is the commissioner of Primary Care Services. Their contact details are as follows:
Telephone: 0300 311 2233
Postal address: NHS England, P.O.Box 16738, Redditch, B97 9PT
Further information is available at www.england.nhs.uk/contact-us/
Health Service Ombudsman
If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.
Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.
NHS Complaints Advocacy Service
POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.
Telephone: 0300 200 0084
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