Complaints Procedure

Advocacy support

Milbank

  • POhWER support centre can be contacted via 0300 456 2370
  • SeAp Advocacy gives advocacy support on 0330 440 9000
  • Age UK on 0800 055 6112
  • Local Council can give advice on local advocacy services
  • Patient Advocacy Liaison Service(Pals)- freephone 0800 0730907

Further action

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to:

Parliamentary Health Service Ombudsman (PHSO)

Milbank Tower

Milbank

London SW1P 4QP

Thornbury Health Centre

Severn View Family Practice

COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from the Doctors or any of the staff at the Health Centre please let us know.  We operate apractice complaints procedure as part of the NHS system for dealing with complaints.

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. We are happy to discuss any concern you may have and will endeavor to resolve them with you as quickly and amicably as possible.

Please ask for Mrs Kirstie Dunning Patient Liaison. Kirstie will make sure that your concerns are dealt with promptly and if required explain the complaints procedure to you.

If your problem cannot be sorted out in this way and you wish to make a formal complaint we would like you to let us know as soon as possible, ideally within a few days of the incident to enable us to establish what happened more easily. Mrs Susan Bryan, Practice Manager will be happy to help you and make sure your concerns are resolved.

To make an official complaint in writing, please address these to Mrs Susan Bryan Practice Manager or any of the Doctors.  Alternatively you may wish to ask for an appointment in order to discuss your concerns.

WHAT WE SHALL DO

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within the timescales and an action plan agreed with the complainant. 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.
  • Provide you with a written reply.

As part of the complaint procedure we have been asked by NHS England to record the ethnic category of all patients using the NHS procedure. We will therefore give you a pro forma to complete and return. This will of course be treated with the up most of confidentiality. But as you do not need to put your name to it or sign it, you will remain anonymous when the information is passed on.

TIME LIMIT FOR MAKING A COMPLAINT

A complaint cannot be made any later than 12 months of:

   –  The date on which the matter causing the compliant to be made happened.

   –   If later, the date on which the matter causing the complaint came to the notice of the complainant.

COMPLAINING ON BEHALF OF SOMEONE ELSE

If you are complaining on behalf of someone else, we have to know that you have their permission to do so. We keep strictly to the rules of medical confidentiality. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.

WHAT IF YOU DO NOT WISH TO COMPLAIN DIRECTLY TO THE PRACTICE?

We hope that if you have a problem you will use our practice complaints procedure.We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice, but this does not affect your right to approach the

Patient Advocacy Liaison Service (PALS) for Bristol, North Somerset and South Gloucestershire CCG’s, Suite 15, Corum Office Park, Warmley, BRISTOL BS30 8FJ. Tel No: 0117 9002655 or free phone 0800 0730907 (some mobile service’s may charge) if you feel dissatisfied with the result of our investigation.

You may also like to contact The Care Forum, The Vassall Centre, Gill Avenue, Fishponds BS16 2QQ, Tel: 0117 9654444 for help or email: NHScomplaints@thecareforum.org.uk.

You have the right to refer your complaint to the Ombudsman if you are not satisfied.

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP, Tel No: 0345 015 4033 email: phso.enquiries@ombudsman.org.uk.