This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.

pad_and_penSuggestions & Complaints

COMPLAINTS POLICIES

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If this is not possible and you wish to make a complaint, please inform us as soon as possible, ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If this is not possible please let us have details of your complaint within 12 months of the incident that caused the problem or within 12 months of discovering that you have a problem.

Complaints should be addressed to Karen Nelson, Practice Manager, Alternatively, you may ask for an appointment with Karen Nelson in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we will do

We shall aim to acknowledge your complaint within 3 working days and aim to have investigated your complaint within  10 working days. Kindly note delays in replying can occur due to ensuring all information is available to reply to the concerns indictated on the complaint. Another delay can occur due to the correspondence relating to the complaint being forwarded to the gps advisory bodies. If we expect the reply 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 to discuss the problem with those concerned
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to avoid the problem recurring.

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 their permission to do so. Written consent from the patient will be required.. Please ask the Practice Manager for a third party consent form

You will receive a final letter  setting out  the results of any practice investigations

YOU CAN ALSO APPROACH:

NHS England

Customer Contact Centre

PO Box 16738

Redditch

B97 9PT

Tel:  0300 311 2233

Email: England.contactus@nhs.net

HEALTH SERVICE OMBUDSMAN

We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of resolving problems and give us an opportunity to improve our practice.

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

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

LQNDON SWIP 4QP

Tel: 0345 0154033

www.healthcarecommission.org.uk

Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website