Comments and Complaints

PATIENT COMPLAINTS GUIDE

If you have a complaint, concern or comment about the service you have received from the doctors or any of the staff working in this Practice, please let us know. As part of the NHS we operate a practice complaints procedure that meets national criteria.

These criteria mean that there are some complaints we cannot process. For example if you wish to complain about any aspect of private treatment, or if it is your intention at the outset to seek litigation, these matters cannot be investigated under the NHS procedures.

In addition, complaints against personnel working in the Surgery but employed by another organisation, e.g. The Hospital or Social Services these must be directed to their employing organisation. We will however try to put you in touch with the appropriate agencies to enable you to pursue your complaint through the correct channels.

The Complaints Procedure

The complainant should make their complaint to St Thomas Road Surgery contacting the Practice Manager, Mrs Ella Brownridge. Naturally we hope that, if you do have a problem, you will use our Practice Complaints Procedure. We believe that Local Resolution will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

However, if you feel you cannot raise your complaint with us you should contact

NHS England

PO Box 16738

Redditch

B97 9PT

Telephone: 0300 311 22 33

www.england.nhs.uk/contact-us

How to Complain

We would hope that most problems can be sorted out quickly and easily, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way, we would like you to let us know as soon as possible, ideally within a few days, as we will then be able to establish the facts while they are still fresh in everyone’s mind. If for any reason this is not possible you must inform us:

  • within 12 months of the incident giving rise to the problem; or
  • within 12 months of discovering that there is a problem.

Please address your complaint or comment to Mrs Ella Brownridge, our Practice Manager. Alternatively, you may ask for an appointment with her in order to discuss your concerns. She will explain the complaint procedure to you and ensure that your concerns are dealt with promptly and thoroughly. It will obviously help her to do this if you are as specific as possible about your complaint.

 

 

What We Will Do

We will acknowledge your complaint within 3 working days and aim to have a written response to you within 40 working days of the date you raise it with us. When we investigate your complaint we shall aim to:

  • Treat your complaint in the strictest of confidence.
  • Discuss with you how the complaint will be handled and agree a timeframe for the investigation and response.
  • Investigate your complaint and once completed, write a response letter to you with the outcome of the investigation.
  • Inform you of any actions taken or proposed actions as a result of the investigation.
  • Offer you the opportunity to discuss the response if you wish to.
  • Make sure you receive an apology, where this is appropriate.

Confidentiality

Complaining on behalf of someone else

The Practice will always protect the rights of patients to confidentiality. If you are complaining on behalf of someone else we have to know that you have his or her permission to do so. We will seek consent in writing from the patient before any response is issued from the Practice.

Disclosure of Information

You should be aware that it may be necessary to disclose information from your medical records to anyone involved in investigating or responding to your complaint. Obviously the amount of information disclosed and the number of people will be kept to an absolute minimum, and everyone involved will be bound by the rules of confidentiality.

NHS Complaints Independent Advocacy Service

From April 1, 2013, individual local authorities have a legal duty to organise independent advocacy services to provide support for people who are making, or thinking of making, a complaint about their NHS care or treatment.

This service is free and provided by an independent charity. It is funded by the Local Wakefield Metropolitan District Council. Please contact “Voicability”. Telephone: 0300 330 5454. Address: Voicability, Units 3, 4 & 5, The Gaslight, Lower Warrengate, Wakefield, West Yorkshire, WF1 1SA

Next step to resolution

Following the completion of local resolution, if you remain dissatisfied, you do have the right to ask the Health Service Ombudsman to independently review your case. The contact details are:

The Parliamentary and Health Service Ombudsman

Millbank Tower

LONDON

SW1P 4QP

Telephone: 0345 015 4033 who may be able to assist you