Portland Medical Practice
Dr T Mehta Dr S Hindocha Dr R Chalmers Dr A Thurkettle
Complaints Procedure
The aim of Portland Medical Practice is to provide the highest level of care for our patients. We will always be willing to hear if there is any way that you think that we can improve the services we provide.
Help us get it right!
We constantly strive to improve the services offered to our patients. Please let us know when you think we have done something well or if you have ideas or suggestions as to how you feel the service could be improved.
Please complete the slip in reception if you have any comments or suggestions. You can post the slip in our main letter box, in the red post box in reception or hand it in to any of our team.
Making a complaint
If you have a complaint or concern about the service you have received from the Doctors or any of the staff working at this practice, please let us know.
We hope that most problems can be resolved quickly and easily, often at the time they arise 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. This will enable us to establish what has happened more easily.
The Practice Complaints Lead will be pleased to deal with any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
- In Person – Ask to speak to a member of the Management team
- In Writing – Some complaints may be easier to explain in writing. You can write a letter, send an email (via our website or return the complaints form at the end of this document. Please give as much information as you can.
- To NHS England – If you do not wish to complain to the practice directly. Details below.
Complaining on behalf of someone else
Please note that we adhere strongly to the rules on medical confidentiality. If you wish to complain 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 required (unless they are incapable of doing so).
What the practice will do
We will acknowledge your complaint within three working days and aim to have investigated within ten working days of the date you raised it with us. We will then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint we will aim to:
- Find out what happened, and what if anything went wrong
- Make it possible for you to discuss the problem with those concerned (if you would like to do 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
What you can do next
If you are unhappy with the outcome of the complaint, or wish to complain to NHS England directly, you can contact them at:
NHS England
PO Box 16738
Redditch
B97 9PT
Email: (Please state ‘For the attention of the complaints manager’ in the subject line)
Telephone: 0300 311 22 33
You can also contact the Health service Ombudsman if you are unhappy with the outcome of your complaint at:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033
Email:
If you need help or advice regarding your complaint
Independent help and advice is available from the NHS Complaints Advocacy Service. This service is free, independent and confidential. You can contact them on:
POhWER
PO Box 14043
Birmingham
B6 9BL
Website:
Email:
Telephone: 0300 456 2370
Minicom: 0300 456 2364
Text: send the word pohwer with your name and number to 81025
Skype: pohwer.advocacy (8am-6pm Monday to Friday)
Information leaflets regarding this service are available from reception.
Portland Medical Practice
Patient Complaint Form
Details of the person making the complaintName
Address
Date of Birth: / Tel Number:
Details of the person the complaint concerns (if different from above)
Name
Address
Date of Birth: / Tel Number:
Full details of the complaint
Signature: / Date: