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Complaints procedure

Practice Complaints Procedure

 

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints.

 

Our complaints system  meets 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 can’t 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 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 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.

 

Complaints should be addressed to Mrs H Clayton, Practice Manager using this form or any of the doctors.  Alternatively, you may ask for an appointment with Mrs Clayton in order to discuss your concerns.  She will explain the complaints 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.

 

 

 

What we will do

 

We shall acknowledge your complaint within three  working days and aim to have looked into your complaint within ten 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 happen 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 their permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

 

Conciliation Service

 

This service is available to assist patients and practice.

 

 

 

 

 

Complaining to

 

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.  But this does not affect your right to approach NHS England if you feel you cannot raise your  complaint with us or you are dissatisfied with the result of our investigation.  You should contact

 

Health & Social Care Information Centre, 

 

NHS ENGLAND,

 

PO BOX 16738,

 

REDDITCH, B97 9PT.  Tel:

 

Telephone: (0300) 311 22 33 -

 

 Email: england.contactus@nhs.net

 

Cambridgeshire Healthwatch,

 

Adam Speed,

 

email: Adam.Speed@cambridgeshire.gov.uk

 

Complaints Advocacy

 

POhWER

 

P O BOX 14043, Birmingham. B6 9BL

Helpline: 0300 330 5454

Textphone: 0786 002 2939

 Fax: 0330 088 3762

For more information visit http://nhscomplaintsadvocacy.org/

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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