Complaints

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COMPLAINTS PROCEDURE

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.  We operate a practice complaints procedure as part of the Department of Health NHS Complaints System.

From 1st April 2009, a common approach to the handling of complaints was introduced across health and adult social care. This procedure complies with this.

HOW TO COMPLAIN

At Alcester Health Centre we hope that most problems can be sorted out easily and quickly verbally, often at the time they arise and with the person concerned.  If your problem cannot be resolved verbally in this way and you wish to make a written complaint, we would like you to do this as soon as possible – ideally within a matter of days or at most a few weeks – this will enable us to establish what happened more easily.

Complaints sent to the practice should be addressed to Kaye Bristow Practice Manager, either by completing a form or in the form of a letter.

We will acknowledge your complaint within 3 working days.  You will be given the opportunity to discuss and be involved in how the complaint will be handled and the expected time-frame for a full response.  If that is not possible, the practice will determine the response period and inform you in writing.

Complaints should be made within 12 months from the date the incident occurred or the date on which you became aware that you had cause to complain.  If there is good reason that the complaint occurred outside the 12 month period and it is deemed possible to effectively investigate, an investigation will take place.

When looking into your complaint we shall aim to:

  1. Find out what happened and what went wrong
  2. Make it possible for you to discuss the problem with those concerned, if you would like this.
  3. Make sure you receive an apology, where this is appropriate.
  4. Identify what we can do to make sure the problem does not happen again.

If you are complaining on behalf of someone else we have to know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this. Please note that we keep strictly to the rules of medical confidentiality.

NHS England

However, if you feel you cannot raise your complaint directly with us you may contact NHS England at england.contactus@nhs.net or by telephone 0300 311 2233.

Parliamentary Health Service Ombudsman.

If you are dissatisfied with the result of your investigation you can ask the Health Service Ombudsman to review your complaint at www.ombudsman.org.uk or by telephone  0345 015 4033.

Where the investigation of the complaint requires consideration of the patient's medical records, the Complaints Manager must inform the patient or person acting on his/her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The practice must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from patients' medical records.

Updated October 2016

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