The surgery welcomes comments and suggestions.
If you have an observation or a suggestion about how the practice could be improved, please contact the Patient Participation Group via the red box in the waiting area to the right of the reception windows, or email them at firstname.lastname@example.org.
Patient Information Guidance - Making a Complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident,
- or within 12 months of you discovering that you giving as much detail as you can.
Complaining On Behalf Of Someone Else
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects.
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 deal with someone else about it. Please ask at reception for the Complaints Form which contains a suitable authority 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, and this depends on the wording of the authority provided.
What We Will Do
We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and extend an offer to invite you to the practice to discuss your complaint in person and allow you time to respond. Following this we will aim to fully investigate your complaint and agree an action plan and timescale to respond including a review date if necessary. 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.
If you feel you cannot raise your complaint with us or are dissatisfied with the outcome of our investigation, you can contact the Health Services Ombudsman at Millbank Tower, Millbank, London SW1P 4QP. Tel: 0345 015 4033. Website: www.ombudsman.org.uk or
NHS England, PO Box 16738, Redditch, B97 9PT, Tel: 0300 311 2233. Email: email@example.com
The NHS also operates a Patient Advice and Liaison service (PALS), which can help resolve any problems before they become formal complaints. If you would like to speak to a PALS officer, please ring 020 3594 2040 or email firstname.lastname@example.org The PALS service is available Monday – Friday, 9.30 am – 4.30 pm.