Suggestions and Complaints

 

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Complaints

We always strive to give you the best service possible, however there may be times when you feel this has not happened. If you have a complaint, concern or suggestion about the service we provide for you, please let us know.

Our complaints procedure, part of an NHS complaints system, meets national criteria. We hope you will use our procedure to allow us to look into, and endeavour to put right, a problem you have identified or mistake that has been made.

Under no circumstances will any complaint we receive adversely affect the care we provide or arrange for any patient.

Many problems can be sorted out quickly and easily at the time they arise with the person concerned and this may be the approach you try first. Where you are not able to resolve a problem in this way and wish to make a formal complaint, please do so as soon as possible - ideally within a matter of a few days.

If this is the case, please telephone, speak or write to our Practice Manager, Gill Wolf. It helps to provide as much information as possible so we can make sure we deal with your concerns promptly and in the correct way.

 

Complaints Procedure

We always strive to give you the best service possible, however there may be times when you feel this has not happened. If you have a complaint, concern or suggestion about the service we provide for you, please let us know. This procedure explains what to do if you have a complaint about the service we provide for you.

We operate a Practice complaints procedure as part of an NHS complaints system, which meets national criteria. We hope you will use our procedure to allow us to look into, and endeavour to put right, a problem you have identified or mistake that has been made. Under no circumstances will any complaint we receive adversely affect the care we provide or arrange for any patient.

 

How To Complain

Many problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first. Where you are not able to resolve a problem in this way and 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 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 the problem.

If your problem is not resolved at the time and you wish to make a formal complaint, you should speak or write to our Practice Manager, Mrs Gill Wolf . Try to provide as much information as possible (you may wish to use this form) so we can make sure we deal with your concerns promptly and in the correct way.

 

What We Will Do

We will acknowledge your complaint within 3 working days and aim to have fully investigated it 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.

You will usually be offered an appointment for a meeting to discuss matters. You are welcome to bring a friend or relative with you to the meeting. We will try to address your concerns fully. We will be open, fair and accountable, and will discuss with you any action that may be needed.

When we investigate your complaint we will look at the circumstances, discuss the problem with those concerned, make sure you receive an apology if this is appropriate, and take steps to ensure the problem will not arise again.

Following our investigations you will receive a letter setting out the results. We hope, you will feel satisfied that we have dealt with the matter thoroughly. If you are unhappy with our response following our investigation, we would welcome the opportunity to respond further. We would be happy to meet with you to try to resolve any remaining issues.

Our final response will not affect your right to take the matter to another Authority if you wish.

 

Help and Support

NHS England

Their website contains information on how to give feedback or make a complaint, telephone; 0300 3112233 / e mail England.contactus@nhs.net

 

The Patient Advice and Complaints Team (PACT)

Provides patients, carers, family members, the public and staff in northern, eastern and western Devon with help, advice and support with concerns or comments relating to NHS services.

Unresolved issues may be directed to the NHS Commissioning Board:

NHS Commissioning Board
PO BOX 16728
Redditch
B97 9PT

National call centre tel: 0300 311 22 33

 

The Independent Complaints Advocacy Service (ICAS)

Provides free help and support for people bringing formal complaints to the NHS. This is an independent and confidential service available in this area through South England Advocacy Projects (SEAP). ICAS can be contacted on 0845 120 3782. (open 9am-5pm Monday to Friday, Thursdays open 9am-7pm)

 

Taking It Further

If you remain dissatisfied you may refer the matter to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 0154033 or visit their website 

  • Policy updated Aug 2018
  • Policy updated May 2017
  • Reviewed March 2014 no changes
  • Reviewed May 2015 no change
  • Updated Sept 2020