Complaints Procedure

Complaints Procedure

We aim to provide the best possible standards of care and service at all times. To help achieve this we value the comments and suggestions made by our patients.

If you have a concern or complaint about the service you have received from either the doctors or a member of staff; then please let us know.

The Practice follows the NHS procedure for dealing with complaints. Our approach of listening to and dealing with any complaint meets the national standards as set down by the NHS.

More  . . . .

Our promise to you

We aim to provide the best possible standards of care and service at all times. To help achieve this we value the comments and suggestions made by our patients.

If you have a concern of complaint about the service you have received from either the doctors or a member of staff; then please let us know.

The Practice follows the NHS procedure for dealing with complaints. Our approach to listening to and dealing with any complaint meets the national standards as set down by the NHS.

What to do in case of a complaint

We hope that most problems can be resolved easily and quickly, often at the time that they arise.

If your concern cannot satisfactorily be dealt with in this way and you wish to take the matter further, you should let the practice know as soon as possible after the event; ideally within a few days of the incident.

How to register a complaint

Written complaints should be addressed to the Practice Manager, Mrs Helena Ayre. Alternatively you can ask to book an appointment with Mrs Ayre to discuss your concerns in person. She will make
certain that your concerns are dealt with promptly.

Please give as much detail as you can.

What we will do

1. We will acknowledge your complaint in writing within five working days.
2. Investigate the complaint thoroughly.
3. Offer a written explanation.
4. Offer a face to face meeting to discuss any concerns that you may still have with Mrs Ayre and any person named in the complaint.

When investigating a complaint we will:

• Find out what happened
• Facilitate a face to face meeting for you to discuss your concerns with the person/s involved.
• Give you a detailed explanation in writing
• Identify any lessons to be learned for the future
• Identify and act of any training needs highlighted as a result of the complaint.
• We cannot deal with any complaint that is made more than six months after the event.

Who else can help you with your complaint?

We hope that we will be able to deal with your complaint ourselves. However this is not always the case.

You can also contact the Patient Advice and Liaison Service, (PALS) on their free phone number 0800 279 2535 for more information and their support. Their address is:

PALS
Nightingale Court
Ida Darwin
Fulbourn
Cambridge
CB1 5EF

If you remain unhappy you can also write to the local NHS Customer Service Department, asking them to independently investigate your complaint.

You need to write to them at:

Customer Service Department
Anglia Support Partnership
18 Vinery Road,
Cambridge
CB1 3DX.

Making a complaint will not affect the way that you are treated.

Practice Leaflet - Complaints