Suggestions & Complaints

Want to make a suggestion to the practice?

Your comments and suggestions are important to us. Please complete a suggestions form by clicking on the link. Please only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please complete an online consultation by clicking on Appointments on the home page. 

Want to make a complaint?

Complaints

 

We always try to give the best possible service to everyone that attends our practice.  However, we are aware that things can go wrong resulting in a patient feeling they have a geniune cause for complaint. If this is so, we would like the matter to be settled as quickly, and as amicably, as possible. 

 

How to Complain

 We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned.  If your problem cannot be resolved in this way, and you wish to make a complaint, we would like you to let us know as soon as possible.  If this is not possible, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem, OR
  • Within 6 months of discovering that you have a problem, provided that this is within 12 months of the incident.

 Complaints made by telephone, in person or in writing will be forward to the Practice Manager.  Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns.  The Practice Manager will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

We will acknowledge your complaint within two working days and aim to provide a more detailed response within ten working days of the date you raised it with us.  If this is not possible we will explain to you why it cannot be handled within the appropriate timescale.  We shall then be in a position to offer you an explanation or a meeting with the people involved.

 

What happens after a complaint has been made?

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 concerned, if you would like this;
  • Make sure you receive an apology, where 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 patient confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission.  A written letter of authorisation from that person will be needed, unless they are incapable of providing this.  We can provide you with patient consent forms for completion.  One will be provided with your complaints leaflet.

 

Complaining to NHS England


Under the complaints regulations, complaints can either be made to the provider or the commissioner of a service (but not to both).  In the case of primary care this will therefore mean that complaints can be made directly to the practice concerned or to NHS England, who now commission our services.

The contact details for NHS England are as follows:-

NHS England

P O Box 16738

Reddith

B97 9PT

Tel: 0300 311 2233 (Monday-Friday 08.00am to 6pm, excluding bank holidays)

Eml: England.contactus@nhs.net (with ‘For the attention of the Complaints Manager’ in the subject line)

 

Provide as much information as possible to allow NHS England to investigate your complaint. Include some or all of the following:

 

  • your name and a valid email or home address for reply
  • a clear description of your complaint
  • copies of earlier associated correspondence between yourself and NHS England
  • any valid correspondence case reference numbers

NHS England aim to respond to all complaints within 20 working days.  If they are unable to reply within this time, they will let you know and provide a realistic estimate of when you can expect a reply.

 

Next Stage

Alternatively, you may ask the Parliamentary and Health Service Ombudsman to review your case.  The Parliamentary and Health Service Ombudsman is responsible for reviewing complaints about the NHS where these have not been resolved locally.  The Parliamentary and Health Service Ombudsman can be contacted by telephone on 0345 015 4033, or in writing at the following address: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or visit their website at www.ombudsman.org.uk.