Complaints - A Patient Guide Patient Complaints Leaflet
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
Making a complaint
We hope that most problems can be sorted out easily and quickly, often at the time they arise and by speaking with the person concerned. If your problem cannot be sorted out in this way and you wish to make a written complaint please complete the complaints form provided on the website. If you attend the practice in person, please speak to a member of the reception staff who will be able to explain our complaints procedure to you and/or provide you with the appropriate form. All complaints will be dealt with promptly and confidentially.
We would like you to let us know about your problem as soon as possible – ideally within a matter of days or at the most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have specific details of your complaint:
- within 6 months of the incident that caused the problem, or
- within 6 months of discovering that you have a problem, provided this is within 12 months of the incident
What happens next?
Please complete the complaint form and return by email to firstname.lastname@example.org
Patient Complaint Form
Receipt of your complaint will be acknowledged within three working days.
Your complaint will be investigated to:
- find out what happened
- make it possible for you to discuss the problem with the practice, if you would like this
- make sure you receive a considered response and/or an apology, where this is appropriate
- identify learning points for the practice and make changes where appropriate
We aim to look into your complaint within ten working days of the date when you raised it and either to offer an explanation and conclusion satisfactory to both parties or if appropriate offer a meeting with Paula Beatty (Practice Manager) to discuss the matter.
As a patient registered with the practice, you may of course request a meeting with Paula Beatty at any stage – please speak to reception staff, who will arrange this for you.
Complaining on behalf of someone else
Please note that if you are complaining on behalf of someone else, we have to know that you have their permission to do so and there is a special form requiring the signature of the person concerned, unless they are incapable (because of illness) of providing this. Reception staff can provide you with the necessary consent form. Third Party Consent Form
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you are dissatisfied with the result of our investigation, you can contact NHS England for further advice or the Parliamentary and Health Services Ombudsman- contact details as folows:
NHS Commissioning Board
PO Box 16738,
Redditch, B97 9PT
Tel: 0300 311 22 33
Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033
Hackney’s Health and Social Care Complaints Charter