Patient Complaint Process
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working at the Practice, please let us know. We operate a complaint procedure as part of an NHS complaints system, which meets national criteria.
How to Complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager (you can use the attached form). He/she will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Complaining on behalf of Someone Else
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.
What we will do
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
Taking it Further
The Practice Management team hope that if you have a problem you will use the Practice’s Complaints Procedure. However, if you feel you cannot raise your complaint with us, you can contact NHS England, the NHS Commissioner, who leads the National Health Service in England.
The contact details for NHS England are:
Telephone: 0300 311 2233 Mon - Fri 8am - 6pm, except Wednesdays 9.30-6pm, and excluding bank holidays
Email: firstname.lastname@example.org marked 'For the attention of the complaints team' in the subject line
NHS England, P O Box 16738, Redditch, B97 9PT
If you need help in making a complaint
If you need help in making a complaint, the NHS Complaints Advocacy can help.
NHS Complaints Advocates provide free independent advice and support for people making a complaint about their NHS treatment or services.
Contact details are as follows:
Telephone: 0300 330 5454
Textphone: 0786 002 2939
Postal address: NHS Complaints Advocacy, Doddridge Centre, 109 St James Road, Northampton, NN5 5LD
If you are unhappy with the outcome of your complaint
If you are not happy with the response from this Practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman (PHSO) who investigates complaints about the NHS in England.
The contact details are as follows:
Telephone Helpline: 0345 015 4033
Postal address: PHSO, Millbank House, Millbank, London, SW1P 4QP
We endeavour to offer the best possible care for our patients and are very happy to receive compliments about the care you receive.