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Complaints

31.3.2020 Coronavirus Update:

Due to the ongoing COVID19 pandemic, we are currently pausing our complaints process, in line with national guidance.

You can still raise concerns or make a complaint, but we may not be able to investigate it and respond as we normally would.

We will acknowledge your complaint, log it on our system, and check for any immediate patient safety, safeguarding or practitioner performance issues. If there are, we will take immediate action as necessary.
If your complaint is about anything else, it will remain open until further notice, unless you choose to withdraw it. When normal services are resumed, we will investigate and deal with it as soon as we can.

Please note that of 26 March, the Parliamentary and Health Service Ombudsman has stopped accepting new NHS complaints and has stopped work on open cases.

Thank you for your understanding.

Complaints Procedure

The Practice would hope that your experience of attending the Practice is a positive one; however if you have a complaint or concern please mention it to a member of staff; it is hoped it can be resolved at the time.

However if you wish to formally (in writing) complain, you have two options, you may choose that the Practice handle your complaint or NHS England; the details of which are below.

If you complain to the Practice:

  1. You will receive a written reply of acknowledgement within two working days; please bear in mind your complaint may need to be passed to another member of staff.
  2. After this time the complaint will be investigated.

Within 10 working days of the complaint we will offer either:

  1. An explanation or apology where it is necessary.
  2. An opportunity for you to discuss the matter either with the Practice Manager or a Partner (one of the GP’s, where you may attend accompanied if you wish.)

If a problem is identified, we will make sure that policies are changed within the Practice to ensure that the problem does not happen again.

Complaints may be made within six months of the incident, but also within six months of discovering that a problem has occurred, providing it is no longer than 12 months from the incident.

Your own complaint will be treated within the rules of medical confidentiality. If you are complaining on behalf of someone else we will have to have that person’s permission for you to act on their behalf; a signed note indicating their permission.

You are entitled to approach the Complaints Department at NHS England; their details are:

By telephone: 03003 11 22 33

By email: england.contactus@nhs.net

By post: NHS England, PO Box 16738, Redditch, B97 9PT

PALS - 0800 0525 270

If you feel your complaint is not resolved by either ourselves or NHS England, you may take your complaint to the Health Service Ombudsman at www.ombudsman.org.uk or ring their Complaints Helpline on 0345 015 4033 or write to:

The Parliamentary Health Service Ombudsman, Millbank Tower, London, SW1P 4QP.

Downloadable Complaints Procedure

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