Complaints

PRACTICE COMPLAINTS PROCEDURE
If you have a complaint or comment 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 a NHS system for dealing with complaints.

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 cannot be sorted out 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 two to three 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 causing the problem

OR

Within 12 months of discovering that you have a problem,

Complaints should be addressed to Mrs Dunbar, Practice Manager or any of the doctors. Alternatively you may wish to arrange a time for an appointment with Mrs Dunbar to discuss your concerns. We will make sure your concerns are dealt with promptly and would generally involve the lead GP who deals with clinical complaints if appropriate. It would be helpful to use the brief complaints summary on the reverse of this sheet as this may help you and us.

WHAT WE SHALL DO
We will acknowledge your complaint within 2 working days and aim to look into your complaint within 10 working days of the date you raised it with us. We would then hope to be in a position to offer you an explanation or a meeting with the people involved if felt helpful. We will find out what happened and what went wrong, make sure you receive an apology where appropriate and identify what we can do as a practice to make sure the problem doesn’t arise 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 need their written permission for this unless they are incapable (because of illness) of providing this.

ALTERNATIVE WAYS TO RAISE YOUR CONCERNS
If you feel you cannot raise the complaint with us, you may wish to write to the “Complaints Manager” at NHS England, PO Box16738, Redditch, B97 9PT or email: england.contactus@nhs.net marking for the attention of The Complaints Manager in the title. Alternatively you can telephone 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

Alternatively you can contact VoiceAbility (providing the NHS Complaints Advocacy Service in the Sheffield Area) on 0300 330 5454 or 0114 407 0081, Textphone Number: 0786 002 2939 or email nhscomplaints@voiceability.org

VoiceAbility offers a free, independent and confidential service to help people make their NHS complaints.

TAKING IT FURTHER
We very much hope that if you have a problem you will use our Practice Complaints procedure and that we can resolve any issues fairly quickly at a local level and improve our practice. If you remain dissatisfied with the outcome you may refer the matter to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
SW1P 4QP
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk