Suggestions and Complaints

 

BACK TO MAIN INDEX

 

Suggestions

If you have any suggestions on how we can improve the way you are looked after, please put these in writing addressed to the practice manager.

 

Complaints

We make every effort to give the best service possible to everyone who attends our practice. However, we’re aware that things can go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible. Simply contact the Practice Complaint Team who will set all the necessary wheels in motion.

Complaints folder

 

Making A Complaint

It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and resolve them. 

If you wish to make a complaint, please contact us to let us have details of your complaint as soon as possible so we can find out what happened. It helps us if you can give us full details as possible.

You can ask for an appointment with the complaint team in order to discuss your concerns who will explain the complaints procedure to you and make sure that your concerns are dealt with appropriately. 

You need to make your complaint within 12 months of the incident that caused the problem OR within 12 months of discovering that you have a problem relating to a specific incident.

We will look into complaints to:

  • Find out what happened and what went wrong.
  • Invite you to discuss the problem with those involved, if you would like this.
  • Apologise where this is appropriate.
  • Identify what we can do to make sure that the problem does not happen again.

What to expect

You should expect an acknowledgement and the offer of a discussion about the handling of your complaint within 3 working days of receiving your complaint.

If you accept, the discussion should cover the period within which a response to your complaint is likely to be sent.

There’s no set timeframe for responding, and this will depend on the nature of your complaint.

If, in the end, the response is delayed for any reason, you should be kept informed.

Once your complaint has been investigated, you’ll receive a written response.

The response should set out the findings and, where appropriate, provide apologies and information about what’s being done as a result of your complaint.

It should also include information about how the complaint has been handled and details of your right to take your complaint to the relevant ombudsman.

Complaining on behalf of else

If you are complaining on behalf of someone else we need to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (i.e. due to illness) of providing this.

Getting help

This service is provided by POhWER, an Independent Complaints Advocacy Service. You can contact them by:

POhWER can assist in writing letters and helping you present your case.

If you prefer, you can phone or write to the complaints department at NHS Commissioning Board.  They will aim to resolve the complaint and can make enquires on your behalf. 

NHS Commissioning Board