At the Health care complex we aim to provide the very best standard of healthcare. Unfortunately on occaision we realise that we may not reach our usual high standard and this document sets out the procedure for patients, relatives and carers on how to bring it to our attention. It also describes how we will investigate the complaint and what you can do if you are not happy with our findings, and be assured that making a complaint will not negatively affect the care we provide for you.
NHS complaints procedure
The NHS complaints procedure aims to achieve fast and effective resolution for both patients and the organisation receiving the complaint. It recognises that dealing with complaints locally is often the most immediate and responsive method of resolution. We would therefore be happy to offer you the opportunity to explain the reasons why you are unhappy with our service and discuss with you steps we could take to reach a resolution. We have an internal complaints policy that ensures that complaints are dealt with effieciently and fairly. The NHS would expect to receive a complaint within 12 months of the problem occuring, however we can use our discretion if circumstances have prevented you from making the complaint within that timescale.
How to make a complaint
Our Practice Manager Val Ward should be contacted in the first instance. You should raise your complaint with her preferable in writing. All complaints will be acknowledged within 3 working days of receipt.
When dealing with complaints we aim to:-
1. Offer openness and transparency
2.Evidence based complaint led investication and response
3.Be sympathetic and respond to concerns within an appropriate timeframe.
4. Offer support and guidance throughout the process
Identify the cause of the complaint and take action
5. Effictive and implemented learning from the complaint.
6. Ensure NHS England meets its legal obligations
What if i don't want to talk to the practice?
If you feel you are unable to discuss your complaint with us, or if your complaint is about commissioned or more general NHS services, please contact NHS England
po box 16738
Telephone 0300 311 2233 ( mon-Fri 8am-6pm) excluding bank holidays
If you are unhappy and feel that your complaint has not been addressed you may approach the Parliamentary and Health service ombudsman. Details of how to contact the PHSO will be provided by NHS England when they issue their formal response.
If you complaint involves more than one NHS or Social care body please direct your complaint to NHS England.