We Will Do All We Can to Resolve Complaints and Respond to Your Comments. Although We Cannot

DEAR PATIENT

Here at the Market Harborough & Bosworth Partnership, we try to provide the best quality of service for all our patients. We welcome any comments or suggestions you have about the service you receive from us.

We will do all we can to resolve complaints and respond to your comments. Although we cannot implement every suggestion your comments will be seriously considered. We will send you a written response, (within one month) if you request one.

If you have a comment please complete the comments section on the reverse of this form and post it into the suggestions box at general enquiries.

PERSONAL DETAILS

Name………………………..…………......

Address……………………………………….………………………………………………...….……………………………………………..

Tel.…………………………………………….

Date: …………………………

Response Required: Yes No

HOW TO MAKE A COMPLAINT

The regulations require a complaint to be made within 12 months from the date on which the matter occurred, or from when the matter came to the attention of the complainant.

If you wish to make an informal complaint please speak to:

Mrs Julie Simpson (Practice Manager - Administration), if the complaint is about the building, administrative matters or dispensing.

Mrs Vanessa Gray (Reception Supervisor), for matters regarding reception and appointments.

Formal complaints, including complaints regarding nursing issues or a Doctor, should be put in writing (please do not use this form) and addressed to Mrs Ellen Todd (Practice Manager – Staffing).

You will receive a written acknowledgement within 3 working days from receipt of the complaint. A full response will be sent to you within 20 working days.

If you would like advice, there is an advisory service at the ELR CCG. Please contact the Patient Information and Liaison Service, Customer Service Team (regarding services provided by University Hospitals of Leicester)

Freephone: 08081 788 337

E-mail:

The Out of Hours Service can be contacted at the Communications Centre, Fosse House, 6 Smith Way, Grove Park, Enderby, Leicester LE19 1SX, Tel: 0116 2950076.

Please note that we must respect patient confidentiality and a patient’s written consent will be required if a complaint is not made by that patient in person.

If you are unhappy with the response you may contact the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

Tel: 0345 015 4033

E-mail:

Fax: 0300 061 4000

www.ombudsman.org.uk

Please Circle who you are complaining about

MHMC or The Bosworth Surgery

(Reviewed March 2014)

YOUR COMMENTS

(Please use additional paper if required).

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Staff Mention

Are there any staff that deserve a special

mention?

Market Harborough & Bosworth Partnership

Help us to improve our service

PATIENT

COMMENTS,

COMPLIMENTS,

COMPLAINTS

If you require assistance in making a complaint contact: POhWER on 0300 456 2370, or visit their website at www.pohwer.net

Patients who wish to make a complaint but require an interpreter or sign language interpreter should contact a member of staff for assistance

(These services are free and are usually available with 48 hours notice).