Meden Medical Services

Complaints Policy

Created: Jackie Jones

Issued: 10/2014

Issued by: Jackie Jones

Review Date: 1/2016

Dr Allen and his team strive to provide the best service possible within the resources available. However we do understand that at times things do go wrong.

We operate an in-house complaints procedure and welcome the opportunity to deal with comments, complaints or compliments you may have about our services. In the first instance please contact Tracey GuthridgeReception Supervisor either by telephone on 01623 845694 or by letter.

We will investigate your concerns and advise you of the outcome.

Action upon receipt of a complaint

Complaints can be received either in writing or verbally. Where a complaint is made verbally a written record of the complaint must be made and a copy provided to the complainant.

The complaint needs to be acknowledged in accordance with the NHS complaints regulations, within 3 working days.

When the complaint has been received in the practice, the following will occur:

  • The complaint will be risk assessed
  • A decision will be made as to whether the matter can be resolved within 24 hours by quick action without the need for investigation under the formal procedure.
  • The handling of the complaint will be planned, if possible in discussion with the compliant.

Having agreed an action plan, the Complaints Manager will ensure that the complainant receives a copy and the complaint is investigated speedily and efficiently. During the investigation, the practice will keep the complainant informed, as far as reasonably practicable, as to the progress of the investigation.

The final response will be sent within the time scale agreed with the complainant. If, in exceptional circumstances a response cannot be made within this timescale, the complainant will be contacted to agree a revised timescale.

Oral complaints

The procedure outlined below will be followed in dealing with oral complaints.

  • All oral complaints, no matter how seemingly unimportant are taken seriously.
  • Front-line reception staff who receive an oral complaint should seek to solve the problem immediately.
  • If staff cannot solve the problem immediately they will offer to consult with the Reception Supervisor
  • After talking the problem through the member of staff dealing with the complaint should suggest a course of action to resolve the complaint. If this course of action is acceptable then the member of staff will clarify the agreement with the compliant.
  • If the suggested action plan is not acceptable to the complainant, details of the complaint will be passed to the Complaints Manager, who will contact the patient as soon as possible. The Complaints Manager will endeavour to agree a plan of action with the complainant.
  • In all cases details of the complaints will be recorded.

Written complaints

When a complaint is received in writing it will be passed to the Complaints Manager

Time limit for making complaint:

Within 6 months of the incident that caused the problem or:

Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

Tracey Guthridge will discuss your concerns with you and agree on a course of action.

We will try to resolve the matters for you at this stage but if you are not satisfied and would like to take matters further, Tracey Guthridge will guide you through the next stage.

NHS England is responsible for purchasingprimary care services such as GPs, dentists, pharmacists, optical services and some specialised services, and you should contact them if you wish to complain about any of these services.

When you contact NHS England via email () ensure you state ‘For the attention of the complaints manager’ in the subject line.

You should provide as much information as possible to allow NHS England to investigate your complaint, such as:

  • your name and contact details
  • a clear description of your complaint and any relevant times and dates
  • details of any relevant healthcare providers or services
  • any relevant correspondence, if applicable

When should I complain?

As soon as possible. Complaints should normally be made within 12 months of the date of the event that you're complaining about, or as soon as the matter first came to your attention.

The time limit can sometimes be extended (so long as it's still possible to investigate the complaint). An extension might be possible, for instance in situations where it would have been difficult for you to complain earlier, for example, when you were grieving or undergoing trauma.

If you made your complaint to NHS England you will receive the findings of the investigation together with an appropriate apology and the changes or learning that have taken place as a result of the investigation.

Stage two: I am not happy with the outcome of my complaint

If you are unhappy with the outcome of your complaint you can refer the matter to the Parliamentary and Health Service Ombudsman, who is independent of the NHS and government.

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

Tel:0345 015 4033

If you have problems with your hearing or speech then youcanusea textphone (minicom) on 0300 061 4298. (Calls to these numbers cost the same as a call to a UK landline.) You can also callusing Text Relay.

Include the following details in your complaint. Visit the Parliamentary and Health Service Ombudsman website for more detailed advice.

  • your name, address and telephone number
  • name and contact details of anyone helping you with the complaint
  • name and contact details of the healthcare provider you wish to complain about
  • the factual details of your complaint (listing the main events and when they happened)
  • why you think your previous complaint wasn’t resolved to your satisfaction, and how this has caused you injustice
  • details of the complaints you've already made to the healthcare provider and the outcome of their investigations
  • copies of any relevant documents (it's usually helpful to number these and provide a list) Keep copies of everything you post, and make a note of when you send it.

Patients or relatives will not be discriminated against if a complaint is made.