Com­plaints

If you have a com­plaint or con­cern about the ser­vice you have received from the doc­tors or any of the per­son­nel work­ing in this prac­tice, please let us know. We oper­ate a prac­tice com­plaint pro­ce­dure as part of an NHS com­plaints sys­tem, which meets or exceeds national criteria.

HOW TO COMPLAIN

We hope that we can sort most prob­lems out eas­ily and quickly, often at the time they arise and with the per­son con­cerned. If you wish to make a for­mal com­plaint, please do so AS SOON AS POSSIBLE — ide­ally within a mat­ter of a few days. This will enable us to estab­lish what hap­pened more eas­ily. If doing that is not pos­si­ble your com­plaint should be sub­mit­ted within 12 months of the inci­dent that caused the prob­lem; or within 12 months of dis­cov­er­ing that you have a prob­lem. You should address your com­plaint in writ­ing to the Prac­tice Man­ager (you can use the attached form). He/she will make sure that we deal with your con­cerns promptly and in the cor­rect way. You should be as spe­cific and con­cise as possible.

COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep strictly to the rules of med­ical con­fi­den­tial­ity (a sep­a­rate leaflet giv­ing more detail on con­fi­den­tial­ity is avail­able on request). If you are not the patient, but are com­plain­ing on their behalf, you must have their per­mis­sion to do so. An author­ity signed by the per­son con­cerned will be needed, unless they are inca­pable (because of ill­ness or infir­mity) of pro­vid­ing this. A Third Party Con­sent Form is pro­vided below.

WHAT WE WILL DO

We will acknowl­edge your com­plaint within 3 work­ing days and aim to have fully inves­ti­gated within 10 work­ing days of the date it was received. If we expect it to take longer we will explain the rea­son for the delay and tell you when we expect to fin­ish. When we look into your com­plaint, we will inves­ti­gate the cir­cum­stances; make it pos­si­ble for you to dis­cuss the prob­lem with those con­cerned; make sure you receive an apol­ogy if this is appro­pri­ate, and take steps to make sure any prob­lem does not arise again.

You will receive a final let­ter set­ting out the result of any prac­tice investigations

TAKING IT FURTHER

If you remain dis­sat­is­fied with the out­come you may refer the mat­ter to:
The Par­lia­men­tary and Health Ser­vice Ombuds­man
Mill­bank Tower
Mill­bank
Lon­don
SW1P 4QP
Tel 0345 0154033
www.ombudsman.org.uk

The com­plaint form for com­ple­tion is avail­able to down­load here.