SUGGESTIONS AND COMPLAINTS

Your complaint or concern

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 the NHS system that meets national criteria for dealing with complaints.

 

How to complain

We hope that most problems can be sorted out quickly, at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, please let us know as soon as possible. It may not be possible to deal with complaints made 12 months or more after the problem or incident has occurred.

Complaints can be made to the Practice Manager, Sandra. You can ask to see the Practice Manager to discuss the matter.  She will explain the complaints procedure to you and make sure your concerns are dealt with promptly.  It is a great help if you can provide as much detail as possible about your complaint.  If you do not want to raise the matter with the Practice yourself, you can ask NHS England to complain on your behalf.

What we will do

We will acknowledge your complaint within 3 working days and will agree a timescale for investigating your complaint.  We will then be able to offer you an explanation, or a meeting with the people involved.  When we look into your complaint we aim to:

· Find out what happened and what went wrong.

· Make it possible for you to discuss the problem with those involved, if you would like this.

· Make sure you receive an apology, where this is appropriate

· Identify what we can do to make sure this problem does not   happen again.

 

Complaining on behalf of someone else

We have to keep strictly to the rules of medical confidentiality. 

If you are complaining on behalf of someone else, we have to be sure that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) to provide this.  The complaint form on the back of this leaflet provides a place for such consent to be given.

 

Complaints form – click here Ide Lane Surgery Complaints Form

You may use this form or set out the complaint in your own way. You can make your complaint in person - if you do so please make sure all details are checked and agreed.  Please do not hesitate to contact the Practice Manager who will be pleased to assist you.

 

What happens next ?

We hope that if you have a problem, you will use this complaints procedure.  We believe this gives us the best chance of putting right whatever has gone wrong and the opportunity to improve how we work. 

 

What if I am not happy with the Practice’s reply ?

If you are not satisfied with the outcome of your complaint, you have the right to ask the Parliamentary Commissioner for Health (the Ombudsman) to review your case. Contact details as follows:

Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank,
London, SW1P 4QP.

Their office has a Helpline on 0345 015 4033. They can give advice on the best way to take your complaint further if this is your wish.

 

Where can I get more help and information?

NHS England Customer Care Centre

The NHS England Customer Care Centre is available for patients to use if they have any complaint query or concern about GP services

We recommend that you first raise any complaint directly with the Practice. However we understand that you may not wish to do this. The complaints service for primary care will be managed on a national basis by NHS England. Calls will be triaged and where possible these will be resolved with the complainant without further escalation. Where complaints cannot be resolved by the central team, they will be passed to a local area representative.

 

NHS England Customer Care Centre

The NHS England Customer Care Centre is available for patients to use if they have any complaint query or concern about GP services

Telephone:  0300 311 22 33

Email: england.contactus@nhs.net

General Post: (including complaints): NHS England, PO Box 16738, Redditch, B97 9PT

Website: https://www.england.nhs.uk/contact-us/ 

 

The Independent Health Complaints Advocacy Service (IHCA)

Is a free confidential advocacy service that advises and supports people complaining about the NHS. In Devon, this is SEAP.

Telephone:  0300 343 5707 . devon@seap.org.uk .  www.seap.org.uk

 

Independent and Charitable bodies

Organisations such as Citizens Advice, Age UK, etc., can also offer advice and support.

 

 

 

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