PRACTICE COMPLAINTS PROCEDURE
If you have a complaint or concern about the service you have received from the Doctors or any of the staff working in the practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints.
WHAT WE SHALL DO
We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you first 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 :
- 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 this is appropriate.
- Identify what we can do to make sure the problem doesn't happen again.
COMPLAINING ON BEHALF OF SOMEONE
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. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
HOW TO COMPLAIN
We hope that most problems can be sorted out easily and quickly at the time they arise and 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, 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 12 months of the incident that caused the problem OR
- Within12 months of becoming aware that you need to make a complaint.
Complaints should be addressed to Lee Kempton, Practice Manager. It will be a great help if you are as specific as possible about your complaint.
COMPLAINING TO NHS ENGLAND
We hope that you will use our practice complaints procedure if you have a problem. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you feel you cannot raise your complaint with us, you should contact NHS England, who are the Commissioner of GP services in England. They can be contacted on 0300 311 2233 or in writing at PO Box 16738, Redditch. B97 9PT
POhWER -NHS Complaints Advocacy Service
POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.
POhWER can be contacted in the following ways:-
Telephone: 0300 200 0084