We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
It is the policy of this practice to give an effective, prompt, and positive response to all complaints from patients and to ensure that such complaints assist the practice to improve its service in the future.
If you have a complaint or concern about the service you have received from the Doctors or any of the staff working in this practice, please let us know. Our complaints system meets national criteria and operates as part of an NHS system for dealing with complaints.
How to complain
We hope that most problems can be sorted out easily and quickly at the time they arise. However, if you do need to make a formal complaint, please let us know in writing as soon as possible, ideally within a matter of days. If this is not possible then within 6 months of the incident that caused the problem or within 6 months of discovering, you have a problem provided it is within 12 months of the incident.
Complaints should be addressed to the Practice Manager or any of the Doctors. We request that all complaints are written to ensure that all the facts are correct, this can either be sending a letter or emailing us through the website (contact-the-practice). It will help greatly if you are as specific as possible about your complaint.
What will the practice do?
We will acknowledge your complaint within 3 working days of receipt and aim to have fully investigated within 21 days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and when we expect to finish our investigation. You will receive a final letter setting out the result of any practice investigations.
When reviewing your complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned if you would like to
- Ensure you receive the appropriate apology
- Identify any steps we can take as a practice to ensure the problem does not happen again
- Put these steps into action
Complaining on behalf of somebody else
Please note that we are bound by strict rules regarding medical confidentiality. If you are complaining on behalf of somebody else, then we must know that you have his/her permission to do so. This should be provided by way of a signed note unless incapable through illness of doing so.
Complaining to the NHS
From 1 July 2023, NHS England delegated responsibility for complaints and patient feedback relating to primary care services, to local ICBs. Patients and members of the public should still contact the provider directly for the majority of feedback, but where they may wish to provide feedback or make a complaint regarding the commissioning of primary care services, this should be directed to the ICB. Please ensure that your patient communications are updated appropriately with the following information: HWEICB Patient Experience Team – You can contact the patient experience team by email at hweicbwe.patientfeedback@nhs.net or phone the team on 01992 566122. The link on the ICB website is included here for information: www.hertsandwestessex.icb.nhs.uk/patient-experience/patient-experience
If you have any queries about this, please do contact the team directly
If you are dissatisfied with the outcome
You have the right to approach the Parliamentary & Health Service Ombudsman.
The Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
Phone 0345 0154033
Website www.ombudsman.org.uk or: www.ombudsman.org.uk/make-a-complaint
You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice.
The local Healthwatch can be found at www.healthwatch.co.uk
The IHCA can be contacted at www.seap.org.uk/services/nhs-complaints-advocacy