Complaints should be put in writing to The Practice Manager as soon as possible after the event and ideally within afew days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you have a problem. We will acknowledge receipt within 3 working days and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.
We will try to
- address your concerns fully
- provide you with an explanation
- discuss any action that may be needed
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will incl
ude details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please click here to download the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We hope that you will be satisfied that we have dealt with your complaint thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities.
Our Practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. HELP US TO HELP YOU!
If you use this procedure it will not affect your right to complain to the NHS Commissioning Board www.england.nhs.uk
Write to: NHS Commissioning Board, PO Box 16738 , Redditch , B97 9PT tel: 0300 311 2233 or firstname.lastname@example.org
(Please write 'For the attention of the Complaints Manager' in the subject line.)
Further advice and support is also available from:-
PALS and Complaints - the Patient Advice and Complaints Team 0300 123 1672, text for a callback 07789 741099, email@example.com
Healthwatch England www.healthwatch.co.uk or tel: 0300 068 3000
Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by that patient in person.