Making a complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or the date on which you became aware that you had cause for complaint.
Your complaint must contain:
- The patients full name, date of birth and address
- Complaint details: (including dates, times, and names of practice personnel, if known)
- Signature of the complainant
If you are a registered patient, you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section below.
Send your written complaint to:
Lorraine Pearson [Practice Manager]
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 5 working days and aim to have investigated the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this, we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined, and a final response sent to you.
Where your complaint involves more than one organisation (e.g., social services) we may liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and your right to escalate the matter further if you remain dissatisfied with the response.
Complaints on behalf of another patient
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please download and complete the 3rd party consent form below
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond directly with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.
If you are dissatisfied with the outcome of your complaint
You have the right to approach the Ombudsman. The contact details are:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Tel 0345 015 4033
Website: www.ombudsman.org.uk
You may also approach NHS England for help or advice. The contact details are:
NHS England, PO Box 16738, Redditch, B97 9PT
Tel 0300 311 2233