If you have any complaints or comments about the service that you have received from a doctor or member of staff working for the practice, you are entitled to ask for an explanation. We operate an in-house complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.
Your complaint should be directed to the practice manager, preferably by telephone, or in writing if this is not possible. They will ensure that it is investigated thoroughly and as speedily as possible. We will acknowledge receipt of your complaint within three working days and we will agree an action plan with you covering:
- how long it will take to complete the investigation
- who will investigate
- how and what will be investigated
- what went wrong
- when we will respond by
Please note that the practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.
We can help you write down your complaint if you feel you need help to do so. Please do not hesitate to contact the practice manager who will be pleased to assist you.
Please complete and send your complaint to the practice manager as soon as possible. Under normal circumstances complaints must be received within 12 months of the incident occurring. At the conclusion of the investigation of your complaint you will receive a written response reporting our findings.
If you remain dissatisfied with the outcome of the practice investigation, please either contact the practice manager, on 0253 567890 or contact NHS England via any of the following methods:
Telephone: 0300 311 22 33
Post: NHS England, PO Box 16738, Redditch B97 9PT
Email: firstname.lastname@example.org marked 'For the attention of the complaints manager' in the subject line
If, after this, you are still dissatisfied with the response to your complaint, you have the right to contact the Health Service Ombudsman at 11th Floor, Millbank Tower, London SW1P 4QF.
The practice is always looking to develop and improve its systems and procedures and your comments are always welcome. In a time of so much change it is vitally important to constantly re-assess our procedures.