Complaints, comments and suggestions
We always try to give you the best service possible, but there may be times when you feel your expectations have not been met. If so, we hope that you will let us know, allow us to investigate and, if necessary, put right any issues or mistakes that have been made.
To make a complaint or to provide any complaints or suggestions, please telephone, email or write to our Business Partner, Peter Knights, who will take full details and decide how best to investigate and resolve it.
If your complaint involves a Doctor you may prefer to approach that Doctor directly. We think that it is important to deal with complaints swiftly, so you will normally be offered an appointment for a meeting to discuss matters within seven days, to which you may bring a friend or relative with you.
We will try to address your concerns fully, provide you with an explanation and discuss any action that might be needed. Please note that we have to respect our duty of confidentiality to patients and patient’s consent will be necessary if that patient in person does not make a complaint.
We hope that you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not so and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.
The Health Service Ombudsman
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman:
The Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP.
0345 015 4033
phso.enquiries@ombudsman.org.uk
Where can I get further advice and help?
- The PALS or complaints manager at the NHS organisation you are complaining about can provide advice, including about local independent complaints advocacy services. Your local primary care trust can also advise if you have a complaint about a primary care practitioner.
- The Independent Complaints Advocacy Service (ICAS) provides advice and support to people who want to complain about the NHS. Details are at www.nhscomplaintsadvocacy.org Tel: 0300 330 5454
- The Department of Health’s website also has information on the NHS complaints procedure – www.dh.gov.uk
- If you are unable to resolve your complaint relating to your GP practice locally, then you can contact NHS England: www.england.nhs.uk Customer Contact Centre Tel: 0300 311 22 33
