Feedback and complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

Making a complaint

We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

We operate an in-house complaints procedure which meets NHS criteria. If it is not appropriate to deal with your complaint, the practice manager will advise on how it may be pursued.

In order that your complaint may be dealt with efficiently, this procedure outlines how the procedure works.

It is our aim to report back to you within two week, although in some cases more time may be required.

Your complaint should be made to the Practice Manger, Mrs Kim Foy-Olowu, either verbally or in writing.

  • The receipt of your complaint will be acknowledged within 2 working days, although a full investigation may take a little longer.
  • Our target is to provide you with a full response within 10 working days.
  • The practice manager may contact you to arrange a meeting to ensure that she fully understands the problem.
  • The practice manager may also offer you a meeting,  to include staff involved to try to resolve the issue.

If you would prefer not to discuss the matter with the practice, you may address your complaint to NHS England on the number 0300 3112233 or via email on hsmcomplaintsteam@nhs.net. They will offer advise and support to NHS patients, families, and carers.

Your information may need to be shared with the Commissioning Support Unit.

We hope that all of your concerns have been fully addressed. If you have any more questions or comments, we would be more than willing to reply to these.

However, if you are not satisfied with our response, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of goverment and the NHS. Her service is confidential and free. There are time limits for taking a complaint to the Ombudsman, although she can waive them if she thinks there is good reason to do so.

If you have any questions about whether the Ombudsman would be able to help you, or about how to make a complaint, you can contact their helpline on 03450 154 033 or email phso.enquiries@ombusdman.org.uk . For further information about the Ombudsman, this is available at www.ombudsman.org.uk.

You can write to the Ombudsman at:

The Parliamentary and Health Service Ombudsman
Mill Bank Tower
Millbank
London
SW1P 4QP

If you need any help or advice to make your complaint to the Ombudsman you
can contact your local Independent Complaints Advocacy Service (ICAS).
ICAS provides independent advocacy for people who have a complaint about
the NHS.

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality.

If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.

The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.