Suggestions & Complaints
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:
Customer Contact Centre
PO Box 16738
Tel: 0300 311 2233
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
LQNDON SWIP 4QP
Tel: 0345 0154033