We always try to give the best service possible, but there may be times when you feel this has not happened. This leaflet explains what to do if you have a complaint about the services we provide for you or about something which may have happened to you.
We hope that you will use the Complaints Procedure to allow us to look into, and, if necessary, put right any problems you have identified or mistakes that have been made.
If you use this procedure, it will not affect your right to complain to the local CCG, the NHS Ombudsman, or the Care Quality Commission (from April 2013) if you so wish.
Please note that we have to respect our duty of confidentiality to patients, and a patient’s written consent will be necessary if complaint is not made by that patient in person.
If you wish to make a complaint, please phone, write or talk to our practice manager, Mrs Mary Spencer She will take full details of your complaint.
We think it is important to deal with complaints swiftly so…
- you will normally be responded to in writing within 3 days, to acknowledge your complaint
- a) you will be written to, to offer an explanation of what may have happened and to attempt to satisfy your complaint … or
- b) you will be offered an appointment to discuss the matter within a week, providing the relevant staff are not away from the practice at the time.
- We will try to address your concerns fully, provide you with an explanation, and discuss any action which may be necessary. We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible, and you wish to continue with your complaint we will direct you to the appropriate authorities who will be able to help you. From April 2013 this will be the NHS England Customer Contact Centre on 03003112233, or email at firstname.lastname@example.org
- Occasionally, if we have to make a lot of enquiries, it might take a little longer than the week we aim for, but we will keep you informed. You may bring a friend or relative along to a meeting.