Complaints

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 this practice, please let us know. We operate a practice complaints procedure as part of a 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 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 or at most a few weeks – because this will enable us to establish what happened more easily.


 


Complaints should be address to Mrs Langley (practice manager) in order to discuss your concerns. she will explain the complaints procedure to you and will make sure 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 shall do


 


We shall do our utmost to acknowledge your complaint within two 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:


 



  • 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 does not happen again.


 


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 his/her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.


 


 


Who to contact if you feel dissatisfied with our response to your complaint


 


We always try to provide the best possible service, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patients’ grievances. We hope you would use it to allow us to look into and if necessary, correct any problems that you have identified, or mistakes that have been made.


 


Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if the patients themselves do not make a complaint. If you wish


 


 


to make a complaint please telephone or write to the Practice Manager. Full details will be taken and a decision made on how best to undertake the investigation.


 


We believe that it is important to deal with complaints swiftly, so you will usually be offered an appointment for a meeting to discuss the details within seven days. You may bring a friend or relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any actions that may be needed.


 


 


If you are dissatisfied with our response to your complaint, you have the right to request that the Parliamentary Commissioner for Health (The Ombudsman) review your case. Details below:


 


Complaints Helpline 0345 015 4033


Or email phso.enquiries@ombudsman.org.uk Or fax us on 0300 061 4000


The Helpline is open 8:30am to 5:30pm Monday to Friday. Or write to us at:


The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP


 


This should be done within twelve months of the incident or within twelve months of you discovering you have a problem.


 


 


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 putting right whatever has gone wrong and an opportunity to improve our practice.



 
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