Let the Practice know your views
Thurleigh Road Practice is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we do not meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
Tell us about our Service by submitting your comments here
- Could you easily get through on the telephone?
- Did you get an appointment with the practitioner you wanted to see?
- Were you seen within 20 minutes of your scheduled appointment time?
- Were our staff helpful and courteous?
Practice Complaint Procedure
If you have a complaint about the service you have received from any member of staff working in this Practice, please let us know. The Practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
Note: If you make a complaint it is Practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
How to complain
You can send an email to our complaints email address:
swlicb.trpcomplaints-feedback@nhs.net
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. Where the issue cannot be resolved at this stage and you wish to make a complaint, please contact our Practice Manager, who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- Within 12 months of the incident that caused the problem
OR
- Within 12 months from when the complaint comes to your notice
The Practice will acknowledge your complaint within three working days and may arrange a meeting with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.
What we will do
We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:
- Ascertain the full circumstances of the complaint;
- Make arrangements for you to discuss the problem with those concerned, if you’d like this;
- Make sure you receive an apology, where this is appropriate;
- Identify what the Practice can do to make sure the problem does not happen again.
Complaining on behalf of someone else
Please note that Thurleigh Road Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the Practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to ill-ness or disability.
ADVOCACY & OMBUDSMAN
NHS Complaints Advocacy Service
This is a free and independent national service that supports people who want to make a complaint about their NHS care or treatment.
Your local NHS Complaints advocate can be contacted on 0300 330 5454 or
http://nhscomplaintsadvocacy.org
Ombudsman
If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.
You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or
Complaining to other Authorities
The practice management team hope that if you have a problem you will use the Practice Complaints Procedure.
However, if you feel you cannot raise your complaint with us, you can contact any of the following bodies:
NHS Complaints Advocacy Service
NHS ENGLAND Complaints Team
PO Box 16738
Redditch
B97 9PT
Tel: 0300 311 22 33