Comments & Suggestions
We always try to give you the best service possible, but there may be times when you feel that this has not happened. This explains what to do if you have a complaint about the service we provide for you. We hope that you will follow it to allow us to look into and, if necessary, put right any problems that you have identified or mistakes that have been made. If you use this procedure it will not affect your rights to complain to the Health Authority if you so wish. The appropriate contact address is Customer Contact Centre, NHS England, PO Box 16738, Redditch, B97 9PT.
Please note that we have to respect our duty of confidentiality to patients and patient’s consent will be necessary if a complaint is not made by that patient in person. If you wish to make a complaint, then telephone or write to our Business Partner, Peter Knights, who will take full details of your complaint 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.
Occasionally, if we have to make a lot of enquiries, it might take longer, but we will keep you informed. You may bring a friend or relative with you to the meeting. We will try to address your concerns fully, provide you with an explanation and discuss any action that might be needed. We hope that, at the end of the meeting, 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
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
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.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.