We are very fortunate that medical complaints are very infrequent at our practice. We hope this reflects the personal service we offer to all our patients. However, if you have a complaint or concern about the service you have received 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.
How to complain
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 feel it is necessary to make a complaint, we would like you to let us know as soon as possible – ideally within five working days as this will enable us to establish what happened more easily. If this is not possible, please let us have the details of your complaint.
Time limit to make a complaint
A complaint should be made as soon as possible after an event and not more than 12 months after the date the matter complained about occurred or the date that the patient/client was aware of the event. The time limit will be extended if there are good grounds for not making the complaint earlier and it is still possible to investigate the complaint fairly and effectively.
Non-medical complaints should be addressed to the Administration Manager (Julia Gray) and clinical care complaints addressed to your GP. Alternatively, you may ask for an appointment with your GP or the Administration Manager in order to discuss your concerns. Our Administration Manager will explain the complaints procedure to you and will make sure your concerns are dealt with promptly.
What we shall do
We shall acknowledge your complaint within 3 days, and will fully respond to your complaint within 28 days which will include the following:
- find out what happened and what went wrong
- document notes of any discussions
- make it possible for you to discuss the problem with those concerned, if you would like this and if this is appropriate
- make sure you receive an apology, when this is appropriate
- identify what we can do to make sure the problem does not 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, you will have to have written permission from the person concerned, unless they are incapable of providing this.
Please see attached form which includes a consent section which needs to be completed and signed by the complainant.
Help Making a Complaint
Should you require any direct help or advice making your complaint you can contact your local Independent Complaints Advocacy Service (ICAS):
12 Mosley Street
Newcastle upon Tyne
Tel: 0845 120 3732
ICAS provides independent advocacy to people making complaints under the NHS complaints procedure.
Useful contact details
To find the contact details for your local Healthwatch, see www.healthwatch.co.uk or call Healthwatch England on 03000 683 000
Citizens advice Phone: 03444 111 444
Primary care complaints (for example, GPs, dentists)
PO Box 16738
Redditch, B97 9PT.
Phone: 0300 311 22 33
Please let us know if you require this information in Easy Read.