Making a Complaint?
Most problems can be sorted out quickly and easily with the person concerned. Often at the time they arise, this may be the approach you try first. When you are not able to resolve your complaint in this way and you wish to make a formal complaint. You should contact the surgery preferably in writing as soon as possible after the event and ideally within a few days giving as much detail as you. This can help us to establish what happened more easily.
The Practice Business Manager will always be willing to discuss the complaint face to face but if you feel that a more formal written complaint is necessary then we have a complaint policy and procedure available at reception. We also have complaint templates if required.
We look to settle the complaint as soon as possible. We will acknowledge receipt within 3 working days and aim to have looked into the matter within 10 working days. We will attempt to see what happened and why. To see if there is something we can learn from this and make it possible for you to discuss the issues with those involved if you wish to do so.
We keep the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved we will require the written consent of the patient to confirm that they are unhappy with their treatment.
If you are dissatisfied with the outcome you have the right to approach the HSO.
Health Service Ombudsman (HSO)
The contact details are:
The Parliamentary and Health Service Ombudsman
If you, not happy ith the Ombudsman’s decision, you can appeal directly to the Parliamentary and Health Service Ombudsman (PHSO)
You may also approach PALS for help and advice.
Patient Advice and Liason Service(PALS)
The PALS team is a confidential service and provides advice and support to help you deal with any concerns you may have about the care provided in your area and will guide you through the range of services available from the NHS.
You can contact PALS on 0161 212 6270 or email: [email protected]
The Practice complaints manager is Caroline
Caroline will always listen to complaints in a private room and will try her best to conclude the complaint at the meeting.