Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think we can improve the service we provide.
Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors of staff working for this practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time they arise 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 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem; provided that is within 12 months of the incident
Our Practice Manager will be pleased to deal with any complaints. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
By ‘phone – ask to speak to the Deputy Practice Manager or 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 complaint to the practice for the attention of the Practice Manager as soon as possible
What we will do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 5 working days and aim to have looked into your complaint within 20 working days of the date when you raised it with us.
When we look into your complaint we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where appropriate
- Identify what we can do to make sure the problem does not happen again
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
Complaining on behalf of someone else
Please note that we 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 (because of illness) of providing this.
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 NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint:
NHS England P O Box 16738 Redditch B97 9PT Tel: 0300 311 2233 E-mail: [email protected]
Should you wish to make a complaint and need further advice or support please contact POHWER on 0300 456 2370.
E-mail [email protected] www.POhWER.net
If you remain dissatisfied with the responses to your complaint, you have the right to ask The Health Service Ombudsman to review your case. The Health Service Ombudsman provides a free service, is independent and will usually only investigate a complaint after the NHS has had a chance to try to resolve it. You can contact them on 0345 015 4033 or write to them at:-
Health Service Ombudsman Millbank Tower Millbank LONDON SW1 4QP www.ombudsman.org.uk email: [email protected]
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.