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SUGGESTIONS AND COMPLAINTS

Complaints Manager: 

Sandra Reeves, Managing Partner and Shushma Leidig, Practice Manager

 

The doctors and staff at our practice are committed to providing high quality healthcare and services to patients.

If you have a complaint or concern about the service you have received from doctors or any of the staff working at our practice, please let us know.

We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our practice complaints procedure meets national criteria.

 

Complaining on behalf of someone else

Medical records are protected by the data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

 

How to Complain

We aim to resolve any complaints and concerns easily and quickly, and if possible at the time they arise with the person concerned.

We will acknowledge all complaints within 3 working days. This acknowledgment will include an offer of a discussion to decide upon a plan of investigation – either in the form of a meeting or a telephone call.

If your complaint or concern cannot be resolved immediately and if you wish to make a complaint, please provide us with details of your complaint as soon as possible so we can establish the issues in a timely manner. If it is not possible to do so, please provide us with 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 the Practice Manager. Alternatively you may ask for an appointment with the Practice Manager in order to have your concerns dealt with promptly.

You may submit your complaint in writing by post or at reception.  We would also advise you to download and read the Complaints Procedure Leaflet, so that you know what to expect from the complaints process.

Hard copies of the leaflet are available from reception.

 

What we will do

We will contact you about your complaint within three working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We will then be in a position to offer you an explanation or a meeting with the person or people involved. When we investigate your complaint we will aim to:

find out what happened and what went wrong

invite you to discuss the problem with those involved, if you have requested this

make sure you receive an apology where appropriate

identify what we can do to make sure that the problem does not happen again

Complaining on behalf of someone else

Medical records are protected by the data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

 

Complaining on behalf of someone else

Medical records are protected by the data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

 

Getting help

If you require independent support with your complaint, you can contact the Independent Complaints Advocacy Service (Voiceability) on 0300 330 5454 or via email on nhscomplaints@voiceability.org

If  you  prefer,  you  can  phone  or  write  to  the  complaints department at NHS England. Their staff will aim try to sort out complaints and can make enquiries on your behalf. The contact details are: Tel: 0300 311 22 33 | Email: england.contactus@nhs.net

 

If you are not satisfied

If you are not satisfied with the way we have dealt with your complaint, you can contact the Parliamentary and Health Service Ombudsman to review your case on 0345 015 4033 or via their website: www.ombudsman.org.uk. The Ombudsman is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide service.

 

Remember:

We want you to let us know if you are unhappy or have a suggestion about how we can do things better

All complaints are treated in the strictest confidence

Making a complaint will not affect your treatment or care

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