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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.
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 Deputy Practice Manager, Sharon Forth or the Deputy Practice Managers PA, Emily Robinson. Alternatively you can ask to book an appointment to discuss your concerns in person. We will make certain that your concerns are dealt with promptly.
Please give as much detail as you can.
Alternatively, you can register your complaint online by filling in the form below.
Make a complaint online
What we will do
- We will acknowledge your complaint in writing within five working days.
- Investigate the complaint thoroughly.
- Offer a written explanation.
- Offer a face to face meeting to discuss any concerns that you may still have with Mrs Papworth 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?
Complaints to NHS England
We hope that, if you have a problem, you will use our practice complaints procedure to ensure it is resolved. 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 do not want to make a complaint direct to us, you can contact NHS England instead. Their address is:-
NHS England, Po Box 16738 Redditch, B97 9PT
Telephone:- 0300 311 2233
Email:- england.contactus@nhs.net
The case will then be relayed to the appropriate local area team (LAT) for investigation and response.
THE HEALTH SERVICE OMBUDSMAN
If your complaint is not resolved by the practice it can be referred to The Parliamentary and Health Service Ombudsman. All records will have to be provided to the ombudsman to assist with the resolution of your complaint. www.ombudsman.org.uk, Tel: 03450 154 033 or phso.enquiries@ombudsman.org.uk or The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank. London SW1P 4QP.
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