If you have any feedback, or are unhappy with something, please tell us. We appreciate feedback and suggestions from you. It helps us to develop and improve our practice. We always try to learn from feedback, suggestions and complaints and ensure that we do all that we can to allow you to be satisfied with your care and our response. We have regular meetings to reflect on all the feedback we receive and always strive to do the best we can for our patients.
Most of the time our patients are very satisfied with the care they receive, but unfortunately there are times when you may not be happy. If this is the case, you have the right to complain, have the complaint investigated and receive a full and prompt response.
When should I complain?
As soon as possible. A complaint should normally be received within 6 months of the event, or within 6 months of you becoming aware of the event. The time can sometimes be extended, as long as it is still possible to investigate it. Reasons that you were unable to complain in the usual timeframe may include:
- You were grieving
- You weren’t medically well enough to complain
How do I complain?
Firstly, contact the Practice Manager, Alison Maw. This can be either over the phone, or in writing
The first stage of a complaint is called ‘Local Resolution’ This is where we try to resolve the complaint with you at a practice level. We can either do this either formally via letters or via a face to face meeting. If you would prefer to have a meeting, you are very welcome to bring a person to support you. Please advise the practice of this prior to the meeting.
We prefer to arrange a meeting with you, the Practice Manager and the Doctor or Nurse involved. This gives you the chance to voice your thoughts and ask us questions. We will discuss any issues as openly and constructively as possible. This is often more productive than formal letter writing. gives you better understanding of what has happened and why.
If you are still not satisfied with the Local Resolution, you can take your complain to the ‘Healthcare Commission’, who will carry out an independent review of your case. You can call them on 0845 601 3012.
If you are still unhappy with the outcome from the Healthcare commission, you can refer the matter to the ‘Health Service Ombudsman’ who is independent from both the NHS and the Government. You can call them on 0845 015 4033.
If you are unhappy with your care, please call us to discuss. We would much rather discuss things at an early stage and try and improve things as soon as possible. Although complaining can be a daunting experience, we will try to make it as easy as possible for you to tell us about your concerns.
Who can help you?
Making a complaint can be a daunting prospect, but there is support for you if you need it.
- Patient Advice and Liaison Service (PALS)
They are located in every NHS trust and can advise you on how to take your complaint forward and help you to resolve it informally. However, they can’t make the complaint for you, or on your behalf. Click here for more information.
- Independent Complaints Advocacy Service (ICAS)
This is a free, confidential and independent service who can help you make a formal complaint about NHS services. They should be listed in the phonebook or PALS will have their current contact details.
- Citizens Advice Bureau (CAB)
They can advise on NHS complaints and provide support during the episode. You can contact them here.
- NHS Direct
You can call them on 0845 46 47