The Practice has a well established complaints policy and procedures in place. We take any complaints very seriously and will do our utmost to resolve any issues you may have.
PRACTICE 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 an NHS system for dealing with complaints. Our complaints system follows national criteria. For advice on this procedure please contact the Practice manager who is complaints manager at the Practice.
HOW TO COMPLAIN
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to raise and discuss any concerns or make a formal complaint, we would like you to contact the Practice Manger as soon as possible – ideally within a matter of days or a few weeks - because this will enable us to establish what happened more easily. We do need to be contacted and have details of your complaint:
- Within 12 months of the incident that caused the problem
- Within 12 months of becoming aware that you have something to complain about.
It will be a great help if you are as specific as possible about your complaint.
WHAT WE WILL DO
The Practice Manager will acknowledge your complaint within 3 working days of receipt. We will then aim to respond within 10 working days to offer you an explanation, or a meeting with the people involved. If the complaint is about a primary care practitioner they will also be given a copy of the complaint and be asked to respond within the 10 working days. When we look into your complaint we will 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 this to bring about if possible a local resolution
- Make sure you receive an apology where this is appropriate
- Identify what we can do to make sure the problem does not happen again.
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that we keep strictly to the rules of medical confidentiality. It you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
COMPLAINING TO NHS ENGLAND
If you remain dissatisfied with the response to your complaint at local level, you may make a complaint to NHS England by Telephone 0300 311 2233 (lines are open Monday to Friday 08:00am-6:00pm, excluding Bank Holidays) or by email England.email@example.com.
INDEPENDENT COMPLAINTS ADVOCACY SERVICE (ICAS)
If you should need advice and support when wishing to make a formal complaint you can also contact ICAS whose details are at http://www.bh-impetus.org/projects/independent-complaints-advocacy-service-icas/.
CHANGE OF SURGERY
If you feel the need to change to another surgery because of the nature of your complaint please contact the Practice Manager who can advise you to the current local situation on registrations. If you are unable to find an alternative surgery yourself, you may also contact the P.P.S.A at the following address:
Hampshire Health and Isle of Wight
Practitioner and Patient Services Agency
Telephone: 01962 853361