THE MEDICAL CENTRE GREYSTONE HOUSE

PRACTICE COMPLAINT PROCEDURE -PATIENT INFORMATION LEAFLET

Introduction

If you have a complaint or concern about the service that you have received from the doctors or staff working in the Practice, please let us know. We operate a Practice complaint procedure as part of an NHS system for dealing with complaints. Our complaints system meets the 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. 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 twelve months of the incident that caused the problem;

Or

  • Within twelve months of discovering that you have a problem
  • If the 12 months’ time limit frame has been exceeded, the Practice will still try to resolve the matter if it is possible to investigate it ie the relevant information is still available

Complaints should be addressed to the Practice Manager, who is responsible for handling complaints, or any of the doctors. They can be in writing or using one of the Practice Complaints Forms. Alternatively, you may ask for an appointment with the Practice Manager, in order to discuss your concerns. The Practice Manager will explain the complaint procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Please also tell us how you would like your complaint to be resolved:

  • over the phone
  • at a meeting
  • with a written response

What the practice will do

We shall acknowledge your complaint within five working days and aim to have looked into your complaint within twenty working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. 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 does not occur 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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (due to illness) of providing this. If the patient has died or lacks capacity we will need proof that you are an appropriate person as determined by law.

Where you can get assistance

We hope that, if you have a problem you will use our practice complaint procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, if you would like independent advice or support about your complaint, the following organizations may be able to help:

  • NHS England, PO Box 16738, Redditch, B97 9PT, tel 0300 3112233,
  • SEAP Independent Complaints Advocacy Service (ICAS), 7th Floor, Cavendish House, Breeds Place, Hastings, East Sussex, TN34 3AA tel 0330 440 9000 or visit
  • Citizens Advice Bureau on 0844 477 9394 or visit
  • NHS Direct on 0845 46 47 or visit
  • Action against Medical Accidents (AVMA) on 0845 123 2352 or visit
  • Patient Advice & Liaison Services (PALS) on 01372 201759

If you are not satisfied with the way we have dealt with your complaint, you can make a request for an independent review by contacting the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP tel 0345 015 4033 fax 0300 061 4000 email or visit

Please remember

  • We want you to let us know if you are unhappy or have a suggestion about how we can do things better
  • All complaints are treated in the strictest confidence
  • Making a complaint will not affect your treatment or care

If you would like a copy of this leaflet in large print, please contact the Practice Manager

COMPLAINT FORM

Where the Complainant is not the patient:

I,authorise the complaint set out overleaf to be made on my behalf by …………………………………. and I agree that the practice may disclose to …………………………….. (only in so far as is necessary to answer the complaint) confidential information about me which I provided to them.

Patient’s signature ______Date ______

Name and Address______

______

Tel No ______