Comments & Complaints

While we constantly strive to provide an excellent, friendly and efficient service, we realise that occasionally things do not go as smoothly as we would like.

If you are unhappy with something we have done, please speak Diane Sheasby, our Clinical Team & Premises Manager.

We will always try and sort anything out as soon as possible but we do have an official practice complaints policy for situations which can’t be resolved quickly and verbally.

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

1. Getting it right
2. Being customer focused
3. Being open and accountable
4. Acting fairly and proportionately
5. Putting things right
6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

Complaints Procedure

If you have a complaint or concern about the service you have received from this Practice, please let us know.  We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints.  Our Complaints system meets national criteria.

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 wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks, as this will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint:

• Within 12 months of the incident that caused the problem, or
• Within 12 months of discovering that you have a problem, providing that this is within twelve months of the incident

Complaints should be addressed to the Practice Manager, or any of the Doctors.  Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns.  She 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.

What We Shall Do

We shall acknowledge your complaint within three working days and aim to send you a full response within 40 working days of the date when you raised it with us.

When we look into your complaint, we shall 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 doesn’t 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, we have to know that you have their permission to do so.  A declaration signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.