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Procedure for Complaints, Concerns & Suggestions

Procedure for complaints, concerns or suggestions

The doctors and staff at this practice are committed to providing high quality healthcare and services to patients.

If you have a suggestion, complaint or concern about the service you have received from the practice, please let us know.  Any suggestions can be written down and handed to a member of staff, or placed in the suggestion box in the porch.  We operate a complaints procedure as part of the NHS system for dealing with complaints.  The practice complaints procedure meets national criteria.

How to complain

It is best to tell a member of staff about any concerns or problems as soon as they arise and we will try and sort them out for you.  If you wish to make a complaint, please let us have details of your complaint as soon as possible so we can find out what happened.  Please put your concerns in writing for the attention of the  Practice Manager – Venetia Reville.  If you have a complaint and wish to discuss your concerns, you can ask to speak to Venetia in the first instance via the main phone number 01564 742274.

Making a complaint on behalf of someone else

Medical records are protected by the data Protection Act 1998.  If you are complaining on behalf of someone else, we need to know that you have their permission to do so.  A letter signed by the person concerned will be needed unless they are incapable (e.g. due to illness) of providing this.

What we will do

We will contact you about your complaint within 3 working days and offer to discuss with you the best way to investigate and inform you of time scales for a reply.  We will aim to find out what happened and what went wrong by speaking to those involved, communication with you either in person, over the telephone or in writing,  We will apologise where appropriate and identify what we can do to make sure that the problem does not happen again.

Useful Contacts

NHS England – email: england.contactus@nhs.net or telephone on 0300 3112233

PALS (Patient Advice and Liaison Services) are able to offer confidential advice, support and assistance in resolving problems and concerns quickly.  To contact PALS:-

0800 212 445 (Freephone) or 024 7653 6804 or email pals@covwarkpt.nhs.uk 

Information in the porch area.

If you are not satisfied

If neither body helps resolve the issue, you have the right to approach the Ombudsman.

Telephone 0345 015 4033

Website www.ombudsman.org.uk

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

The Care Quality Commission is always interested in both issues and outcomes.  Details can be forwarded to enquiries@cqc.org.uk though please be aware they are not involved in the resolution process.

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