We hope that most problems can be sorted out easily and quickly at the time they arise and with the person concerned. We are happy to discuss any concern you may have and will try to resolve them with you as quickly and amicably as possible.
However, if this is not possible, please ring us and ask for Mrs Kirstie Dunning (Patient Liaison). Kirstie will make sure that your concerns are dealt with promptly. She can also explain the complaints procedure to you.
If your problem cannot be sorted out in this way and you wish to make a formal complaint, please let us know as soon as possible, ideally within a few days of the incident. This will help 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.
Complaints procedure
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.
Advocavy support
If you don’t wish to make the complaint directly to the practice, the following groups can advocate for you. The local council can also give advice on local advocacy services.
POhWER support centre
Telephone: 0300 456 2370
SeAP Advocacy
Telephone: 0330 440 9000
Age UK
Telephone: 08000556112
Patient Advocacy Liaison Service (PALS)
Address: Suite 15, Corum Office Park, Warmley, BRISTOL BS30 8FJ
Freephone: 0800 0730907
The Care Forum
Address: The Care Forum, The Vassall Centre, Gill Avenue, Fishponds BS16 2QQ
Email: NHScomplaints@thecareforum.org.uk
Telephone: 0117 9654444
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:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Tel No: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk.
