Compliments and complaints

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

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 – because 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 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

Philip Jackson the Practice Manager will be pleased to deal with any complaint. He will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:

  • In person – ask to speak to Philip Jackson, Practice Manager, or Megan Wood, Operations Manager.
  • In writing – some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of Mr Jackson as soon as possible.

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint as soon as is practicable which may take 30 working days or more depending on the complexity of the complaint. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

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 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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. NHS England can provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.

You can write to them at “For the attention of the Complaints Team”, NHS England, PO Box 16738, Redditch, B97 9PT or you can call them on 0300 311 22 33 or email england.contactus@nhs.net

You can also contact the Ombudsman’s Office via

The Parliamentary and Health Service Ombudsman

Citygate

Mosley Street

Manchester

M2 3HQ

Telephone 0345 0154033

Email phso.enquires@ombudsman.org.uk

If you need assistance in making a complaint you can contact the Independent Complaints Advocacy Service at:

Independent support and advice can be obtained from the North East NHS Independent Complaints Advocacy (ICA) who can be contacted by telephoning 0808 8023000. This service can help you put your complaint in writing or can come along to a meeting with you.

Help us get it right - We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.