Complaints Procedure

Complaints Procedure

We aim to provide the best possible standards of care and service at all times. To help achieve this we value the comments and suggestions made by our patients.

If you have a concern or complaint about the service you have received from either the doctors or a member of staff; then please let us know.

The Practice follows the NHS procedure for dealing with complaints. Our approach of listening to and dealing with any complaint meets the national standards as set down by the NHS.

Complaints Procedure

Our promise to you

We aim to provide the best possible standards of care and service at all times. To help achieve this we value the comments and suggestions made by our patients.

If you have a concern or complaint about the service you have received from either the doctors or a member of staff; then please let us know.

The Practice follows the NHS procedure for dealing with complaints. Our approach of listening to and dealing with any complaint meets the national standards as set down by the NHS.

What to do in event of a complaint

We hope that most problems can be resolved easily and quickly, often at the time that they arise.

If your concern cannot satisfactorily be dealt with in this way and you wish to take the matter further, you should let the practice know as soon as possible after the event; ideally within a few days of the incident.

How to register a complaint

Written complaints should be addressed to the Practice Manager, Mrs Helena Papworth. Alternatively you can ask to book an appointment with Mrs Papworth to discuss your concern in person. She will make certain that your concern is dealt with promptly.

Please give as much detail as you can.

Alternatively, you can register your complaint online by filling in the form below.

Make a complaint online

Please enter the following word: short (spam protection)

What we will do

  1. We will acknowledge your complaint in writing within five working days.
  2. Investigate the complaint thoroughly.
  3. Offer a written explanation.
  4. Offer a face to face meeting to discuss any concerns that you may still have with Mrs Papworth and any person named in the complaint.

When investigating a complaint we will:

  • Find out what happened
  • Facilitate a face to face meeting for you to discuss your concerns with the person/s involved.
  • Give you a detailed explanation in writing
  • Identify any lessons to be learned for the future
  • Identify and act of any training needs highlighted as a result of the complaint.
  • We cannot deal with any complaint that is made more than six months after the event.

Who else can help you with your complaint?

Complaints to NHS England

We hope that, if you have a problem, you will use our practice complaints procedure to ensure it is resolved. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you do not want to make a complaint direct to us, you can contact NHS England instead. Their address is:-

NHS England
PO Box 16738 Redditch, B97 9PT
Telephone:- 0300 311 2233

The case will then be relayed to the appropriate local area team (LAT) for investigation and response.

THE HEALTH SERVICE OMBUDSMAN

If your complaint is not resolved by the practice it can be referred to The Parliamentary and Health Service Ombudsman. All records will have to be provided to the ombudsman to assist with the resolution of your complaint.
www.ombudsman.org.uk Tel:- 03450 154 033 or phso.enquiries@ombudsman.org.uk or
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP.

Independent Advice & Support

If you need support or assistance in pursuing your complaint you can contact the NHS Complaints Advocacy on 0330 330 5454, also you can contact 

VoiceAbility
Write to: 27 London Road, Peterborough PE2 8AN
Telephone: 0300 222 5704

They provide a free confidential service.

Complaints Procedure - Practice Leaflets