We always try to provide the best service possible, but there may be times when you feel this has not happened. The following information explains our in-house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not equipped to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified or mistakes that have been made. If you use this procedure it will not affect your right to complain to the Health Services Authority. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager or complete a complaints form which is available upon request or from our Reception. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly, so you will be offered an appointment for a meeting to discuss the details within five working days. Occasionally it may take longer, but we will keep you informed throughout. You may bring a friend or a relative with you to the meeting. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
If you wish to make a complaint, please telephone or write to our practice manager or complete a complaints form which is available upon request, or you can download a form here. Full details will be taken and a decision made on how best to undertake the investigation'.
Alternatively, if you feel you cannot raise the complaint with us or are dissatisfied with the response you have received you can contact any of the following :
NHS Complaints Advocacy (PohWer) Tel: 0300 200 0084. Email: firstname.lastname@example.org
NHS England North Midlands Complaints Service Tel: 0300 311 2233. Email: email@example.com
If the patient is still not satisfied with how the complaint has been dealt with by the provider or the NHS complaints service they should contact the Ombudsman on Tel: 0345 015 4033.
If you have a genuine concern about a staff member or regulated activity carried out by this Practice then you can contact the Care Quality Commission on Tel: 03000 616161 or visit www.cqc.org.uk