MAKING A COMPLAINT
We find that most problems can be dealt with quickly and easily, often at the time they arise, with the person concerned and this may be the approach you try first.
If you are unable to resolve your issue in this way and wish to make a formal complaint, you should do so in writing as soon as possible after the event, as this helps us to establish the details easily.
In any event this should be within 12 months of the incident.
If you are registered at the Practice you can make comments about your own care, you are unable to comment about someone else’s treatment without their written authority.
We are able to provide you a third-party authority form to enable a complaint to be made on behalf of a third party. Please ask at reception for these forms.
WHAT HAPPENS NEXT?
We look to settle complaints as soon as possible. We will acknowledge receipt of written complaints within 3 working days and aim to have looked into the matter within 30 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know and keep you informed as the investigation progresses.
When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved, if you would like to do so. When the investigations are complete, your complaint will be determined and a final response sent to you. Where your complaint involves more than one organisation (e.g. Social Services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with. The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can discuss the details with a third party.
Please ask at reception for a consent form for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third party; this depends on the wording of the authority provided.
COMMENTS & COMPLIMENTS
If you have any suggestions for us to improve our services we welcome your comments & compliments.
We have a Patient Participation Group (PPG) that meets regularly to discuss the way the practice operates and they welcome your suggestions.
You are welcome to join the PPG and if you are unable to attend the meetings we are happy to receive your suggestions by post or via our website. Please express your interest in the PPG by completing a form available from the Practice.
We are very happy to receive your Comments & Compliments regarding any aspect of the Practice. Both positive and negative comments help us to manage our processes and to continue to improve the services we provide
If you are unhappy with any service or with any member of the practice team and would like to complain:
- First talk the problem through with the Practice Manager or a Senior Receptionist.
- Put your concerns in writing to us so that we can investigate and write to you to resolve your concern.
If you are still unhappy and wish to take the matter further, contact
PO Box 16738
Tel: 0300 311 22 33