How to complain
If you have a complaint or concern about the service you receive 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.
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 our Practice Manager, Lisa Anderson, will be very happy to see you to help you resolve your concern.
If 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. 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 within 12 months of discovering that you have a problem, Complaints should be addressed to Lisa Anderson or any of the doctors.
Alternatively you may ask for an appointment with Lisa to discuss your concerns. Lisa will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.
What we shall do
We shall acknowledge your complaint within three working days and aim to have looked into your complaint within a reasonable time period which we will agree with you from the date when you raised it with us.
We shall then be in a position to find out what happened and to offer you an explanation or 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 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 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.
Complaining to NHS England
We hope that if you have a problem that 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. But this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
You can contact them at: NHS England, PO Box 16738, Redditch, B97 9PT Tel: 0300 311 22 33. Email: England.firstname.lastname@example.org They provide confidential advice and support that aims to sort out any concerns you may have with the NHS. If we or NHS England are unable to resolve your concern you do have the right to take your complaint to the Parliamentary Ombudsman WWW.ombudsman.org.uk