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Practice Complaints Procedure

 

 

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a National Health Service system for dealing with complaints.  Our complaints system meets national criteria.

 

How to complain

 

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.  If it is not possible to do that, please let us have details of your complaint within one year of the complaint.

 

Complaints should be addressed to Andy SnellingPractice Manager, or any of the doctors.  Alternatively, you may ask for an appointment with Andy Snelling in order to discuss your concerns.  He will explain the complaints procedure to you and make sure that your concerns are dealt with promptly by agreeing a plan of action about how the complaint will be investigated, who will be involved, what expectations you have and a timescale for a response. It will be a great help if you are as specific as possible about your complaint. We have complaint form available if you wish to complete a form rather than write a letter, please ask reception.

 

What we shall do

 

We shall acknowledge your complaint within three working days. When we look into your complaint we shall aim to:

  • find out what happened and what went wrong;
  • make it possible for you to discuss the problem with those concerned, if you would like this;
  • make sure you receive an apology, where this is appropriate;
  • identify what we can do to make sure the problem doesn’t happen again.

 

 

Complaining on behalf of someone else

 

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

 

Complaining to NHS Anglia or NHS England

 

We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach NHS England if you feel you cannot raise your complaint with us. You should contact the Complaints Manager at NHS England, PO Box 16738, Redditch B97 9PT. Telephone number: 0300 311 2233. Email: england.contactus@nhs.net.

 

You may also contact a statutory body known as POhWER which provides help and support to patients and carers when they have a complaint about NHS treatment. Contact details are: POhWER, PO Box 14043, Birmingham B6 9BL. Telephone number: 0300 456 2370. Email: pohwer@pohwer.net.

Also you may contact the Care Quality Commission with your concerns. Their contact details are: Telephone number: 03000 616161. Email: enquiries@cqc.org.uk.

 

If you remain unhappy with our investigation you may ask for an independent review by contacting: The Parliamentary and Health Service Ombudsman for England, Millbank Tower, Millbank, London SW1P 4QP. Helpline number: 0345 015 4033. Email: phso.enquiries@ombudsman.org.uk.

 

Click here to download a copy of our complaint form.

 


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