Complaints Process

Practice complaints Procedure – Information for Patients

If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.  Please ask to speak with our Practice Manager, Carole Hutchinson or Deputy Manager, Melanie Norbrega. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.

 How to complain

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager. They will make sure that they deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

 Complaining on behalf of a third party

If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is available on request.

 What we will do

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 40 working days of the date it was received. There is no set time frame for investigating a complaint, and it will depend upon the nature of your complaint. If the response is delayed for any reason, you should be kept informed.  If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigation

 Taking It Further

If you remain dissatisfied with the outcome you may refer the matter to:

NHS England’s Customer Contact Centre:

 Email:          england.contact@nhs.net

 Telephone:  0300 311 2233

 If you remain dissatisfied you may contact The Parliamentary and Health Service Ombudsman:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel 0345 015 4033 http://www.ombudsman.org.uk

 

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