Glovers Lane Surgery
Glovers Lane Netherton, L30 5TA
Tel: 0151 524 2444 Fax: 0151 524 2880
Email: Website: www.gloverslanesurgery.com
Follow us on Twitter: @GLSNetherton
Dr P Goldstein MB ChB DRCOG, Dr M Cornwell MB ChB, Dr A Slade MB ChB
Complaints Procedure
Making A Complaint
Most problems can be sorted out quickly and easily, often at the time they arise, and with the person concerned. This may be the approach you try first. Wherever possible, we try to deal with and resolve complaints informally.
Where you are not able to resolve your complaint in this way, and wish to make a formal complaint, you should do so preferably in writing, as soon as possible after the event (ideally within a few days) so that we can establish what happened more easily. In any event, any complaint should be:
· Within 12 months of the incident, or
· Within 12 months of you discovering (giving as much detail as you can)
If you are a registered patient, you can complain about your own care. You are unable to complain about someone else’s treatment without their written consent (see below section about Complaining of Behalf of Someone Else).
On the next page, you will find a complaints form. You need to fill this out, and return it to the Practice Manager, Miss Louise Taylor.
What Happens Next
We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. If the matter is likely to take longer than this, we will let you know and keep you informed as the investigation progresses.
When we look into a complaint, we will look at what happened, and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so. You may then receive a formal reply in writing, or you may be invited in to meet with the person(s) concerned to try and resolve the issue. The final response letter will also include details of your right to escalate the matter further if you remain dissatisfied with the response.
Where your complaint involves more than one service (for example, social services), we will liaise with that organisation so that you receive one co-ordinated reply. We may need your consent to do this. Where your complaint has been sent initially to the wrong organisation, we may seek your consent to forward this to the correct person to deal with.
Complaining On Behalf Of Someone Else
We keep to strict rules of medical and personal confidentiality. This means that we may not always be able to discuss complaints, if they do not relate to the person who made them. If you wish to make a complaint, and you are not the person involved, we will require written consent from the patient that confirms they wish to complain and allow us to deal with someone else on their behalf.
If the patient involved is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint, but please provide full details of the circumstances in your letter.