Comments & Complaints

Making a complaint :

If you have any complaints or concerns about the service you have received from the doctors or staff working for this practice please let us know. We operate a practice complaints procedure similar to the NHS complaints system.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out 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 that please let us have details of your complaint :

• Within 12 months of the incident that caused the problem

Or

• Within 12 months from the time that you became aware of the problem

Complaints may be made :

In person / telephone – ask to speak to the Practice Manager

In writing – some complaints may be easier to explain in writing – please give as much information as you can, then send your letter to the Practice Manager, as soon as possible.

Alternatively you may direct your complaints to NHS England who may undertake the complaint handling.

What we shall do :

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall contact you within 3 working days to discuss how you would like the complaint taken forward and investigated. We will also agree with you a timescale within which a response will be forthcoming, setting out how the complaint was investigated, the evidence considered, the conclusions reached and any actions taken.

When we look into your complaint we will aim to:

• Find out what happened and what went wrong

• Make it possible for you to discuss the problem with those concerned, if appropriate

• Make sure you receive an apology, where appropriate

• Identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else:

Please note that we have to keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this [because of illness] or in the case of a minor.

What you can do next:

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

However this does not affect your right to approach the Health Service Ombudsman if you feel you are dissatisfied with the way your complaint has been dealt with.

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1 4QP Tel – 0345 015 4033

www.ombudsman.org.uk

The Patient Advice and Liaison Service based at NHS England provides confidential advice and support helping you to sort out any concerns you have about the care we provide.

NHS England, Rushbrook House, Paper Mill Lane, Bramford, Ipswich IP8 4DE Freephone – 0800 389 6819

Help us get it right:

We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.