We aim to provide the best service that we can, given our resources. We know that no matter how hard we try to, we sometimes do not meet your expectations. If you have a complaint or concern about the service that you have received from the doctors or any of the staff working in the practice, please let us know. We operate a patients’ complaints procedure as part of the NHS regulations and our system meets the national criteria.
Making a complaint
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 cannot 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 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 12 months of the incident that caused the problem;
- Within 12 months of you realising you had something to complain about
Miss Jenni Palmer - Deputy Practice Manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person – ask to speak to Miss Jenni Palmer – Deputy Practice Manager
In writing – some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of Miss Jenni Palmer – Deputy Practice Manager as soon as possible. You may wish to use our complaint form to assist you with making your complaint. Alternatively you can email the surgery your complaint to email@example.com. Please include your name, DOB, address and contact number we can reach you on.
To assist you with your complaint you could use an advocacy service: SEAP Wiltshire Tel: 0300 3435733 Email: Wiltshire@seap.org.uk
What we shall do
Our complaints procedure is designed to make sure that we settle any complaint as quickly as possible.
We shall aim to acknowledge your complaint within 3 working days of receipt of the complaint. We will provide you with a copy of our complaints procedure which explains the complaints process. We will offer you a meeting to discuss your complaint and provide you with details of the complaints advocacy service to assist you with your complaint.
We will establish with you your preferred method of contact and agree an action plan with you. We will give you an estimated date by which we hope to have completed our investigation and respond to you.
An investigation will take place to review the circumstances surrounding your complaint which will include reviewing your medical record and obtaining statements from those individuals involved in the complaint. The investigation will establish what happened and if something went wrong, what that was and we will also try to identify if we can put measures in place to ensure the problem does not reoccur. We will also make sure you receive an apology where this is appropriate.
Your complaint will be discussed at our quarterly complaints meeting to review any outcomes with our multi-disciplinary team.
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 his or her permission to do so. A signed third party consent form will need to be completed and submitted with your complaint, unless the person you are complaining on behalf of is incapable (because of illness) of providing this.
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. However, you have the right to approach other organisations if you feel that you cannot raise the complaint with us. Some of these agencies are:
Healthwatch Wiltshire, Unit 20, Hampton Park West, Melksham, SN12 6LH
Tel: 01225 434218
NHS England, PALS, Trust Headquarters, NHS Bath& NE Somerset, St Martins Hospital, Clara Cross Lane, Bath BA2 5RP
Tel No. 0300 3 11 22 33 or email to England.firstname.lastname@example.org
Wiltshire CCG - email@example.com
Patient Advice and Liaison Service: Officers from the Patient Advice and Liaison Service (PALS) are available on 0800 389 7671
If at the end of the complaints procedure you are still dissatisfied, you can ask the Parliamentary and Health Service Ombudsman to investigate the matter for you. The Ombudsman will normally only take on a complaint after you have first tried to resolve the complaint with the organisation involved and have received a response from them. The Ombudsman believes that the organisation should be given a chance to respond and, where appropriate, try to put things right before she becomes involved.
They can be contacted on:
0345 015 4033, 8.30am-5.30pm, Monday to Friday.
Alternatively visit their website www.ombudsman.org.uk for more information or to download a complaints form.