Comments & Complaints

If you wish to submit a compliment or comment please click the link below or pick up a comments slip from reception. 

https://forms.office.com/e/1XGmmEH9UT 

At Ibstock & Barlestone surgeries, we are committed to providing the best possible service. However, we understand that there may be times when we do not meet your expectation. Your complaints are essential in helping us identify and address issues. This guide explains our complaints procedures to ensure your concerns are handled effectively and fairly

If you are unhappy with the service we provide please speak to Diane Sheasby, our Clinical Team & Premises Manager on 01530 263467

If you wish to write in you can email the practice ibstockhouse@nhs.net or submit a written letter

We will always try and sort anything out as soon as possible.

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

You can make a complaint verbally, in person or by telephone, or in writing via email or letter. Complaints should be addressed to the complaints manager, or a GP Partner.  Alternatively, you may ask for an appointment with the complaints manager in order to discuss your concerns.  Please provide a detailed description of the issue including and relevant dates, supporting documents or evidence.

What We Shall Do

We shall acknowledge your complaint within three working days and aim to send you a time frame to which your response will be received, once a thorough assessment of your complaint has taken place.

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.

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.