Suggestions and Complaints

 

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We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

If you have a complaint, please do not be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained.

We would encourage you to speak to whoever you feel most comfortable with – your doctor, a nurse, a receptionist or manager.

We would also welcome your comments, concerns and ideas through our Patient Participation Group you can obtain details from the surgery reception team.

If you prefer to give your feedback in writing, please send it via email For the attention of the Practice Manager at nelondonicb.complaints-penrhyn@nhs.net.

 

Complaining on behalf of someone else

We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A consent form signed by the person concerned will be needed.

 

What Are The Time Limits For Making A Complaint?

As soon as you can whilst you can remember the details clearly. Usually the NHS Complaints Procedures only deal with complaints

made within 12 months of the event or within 12 months of finding out that there is something that you should complain about. This time limit might be waived if there are good reasons why you were not able to let us know earlier and we can still carry out an effective investigation.

 

What Happens Next?

The Practice Manager will acknowledge your complaint and make early contact with you (within 5 days) to discuss the way forward. The discussion can be face to face but need not be depending upon what is most convenient for all concerned.

Your complaint will be investigated within an agreed timescale (minimum of 20 working days) depending on nature of complaint. You will be kept informed of progress.

When the practice looks into your complaint it aims to

  • Ascertain the full circumstances of the complaint
  • Make arrangements 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 the practice can do to make sure the problem does not happen again.
 

What Other Options Do I Have?

Complaints can be directed to NHS England rather than the practice and they may undertake the complaint handling or in some cases with your consent, may refer the complaint back to the practice. NHS England is obliged to notify the practice about any complaints it receives with your consent.

 

What Happens If The Complaint Involves A Hospital?

Where other organisations such as hospitals are involved in the complaint, we will aim to provide you with a co-ordinated response covering all aspects of your complaint. Where a complaint is solely about a third party, we may seek your agreement to pass the complaint to them.

 

And Finally...

Once the investigation has been concluded a letter will be sent to you setting out how we investigated your complaint as well as details of the actions taken or to be taken as a result of our findings. We hope that your complaint will be resolved at this stage, but if not we may invite you to discuss what else might be done.

If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033

 

Who Can Help With Your Complaint?

NHS England

If you have a concern or complaint about a GP or practice that can’t be resolved locally with the Practice, please contact:

NHS Commissioning Board, PO Box 16738, Redditch, B97 9PT

 

Care Quality Commission

If you have experienced or seen poor care, you have a right to complain to the organisation that provided or paid for the care. By law, all health and social care services must have a procedure for dealing efficiently with complaints. Click here to find out more

 

The Advocacy People

Help anybody that needs independent support to speak up

Get in touch via their website