The Upton Medical Partnership Protocol date January 2016
Renewal date January 2017
Complaints Procedure
If you are unhappy with the care you have received from the practice we will try to resolve your worries as efficiently and effectively as possible.
If you wish to make a complaint this should preferably be made in writing and within six months of the incident occurring. Or within six months of the date of discovering a problem has arisen, providing it is not more than twelve months after the incident.
If the complaint is made after twelve months the practice may look into the complaint in special circumstances.
The complaint should be made to the Practice Manager. If you have trouble reading and writing please ask to speak to the Practice Manager who will be able to assist you.
If you do not wish to make the complaint official and would prefer to speak to someone who is not a member of the practice staff, you can contact the Patient Advice and Liaison Manager on 01753 636808
The practice will acknowledge receipt of the complaint in writing within three working days.
Within ten working days you will receive a letter outlining the outcome of the investigation or inviting you to come into the surgery to discuss the complaint.
If both parties agree an independent conciliator can be bought in to mediate. This can be arranged free of charge by contacting the complaints manager at the Primary Care Independent Contractor Complaints Service. Telephone number: 0118 982 2874.
Throughout this process the surgery will continue to provide you and your family with healthcare irrespective of any complaint.
In the rare event the issue is not resolved to your satisfaction at the end of this process please contact the Practice Manager for further details on how to pursue the matter further with the Primary Care Independent Contractor Complaints Service.
Useful phone numbers
NHS England 01865 963885
The Health Service Ombudsman 0345 015 4033
NHS Complaints Advocacy Service SEAP 0330 440 9000