If you have any suggestions you wish to make, or are unsure about any non-medical aspects of your health treatment, the practice manager may be able to help you. We always try to provide the best services possible but there may be times when you feel that this has not happened. The following information explains our in house complaints procedure drawn up to respond to patient grievances.
Our practice procedure is not able to deal with questions of legal liability or compensation. You will need to seek independent professional advice on such matters.
How To Complain
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint then you have a choice whether to complain directly to the practice or to NHS England. Any complaint must be within 12 months from the date on which a matter occurred or came to the notice of the complainant. Our attempt will usually be for someone to intervene immediately. This means that your grievance might be resolved there and then.
What We Shall Do
Any complaints made to the practice will be acknowledged within three working days. You will be advised at that stage as to how the complaint is to be handled and the expected timescales for handling your complaint. We will send you the final complaint response (local resolution). All complaints, once investigated and concluded will be signed off by the surgery’s designated complaints officer Dr Syed Babar, the medical director (or a designated partner). The complaints officer is responsible for ensuring that lessons learned are implemented in our future practice to prevent errors.
Complaining Further if Dissatisfied
We hope that if you have a problem you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to pursue your complaint beyond us if you remained dissatisfied. Under the NHS Complaints Procedure we will signpost you to the Parliamentary and Health Service Ombudsman (PHSO) if you are dissatisfied with the result of our investigations or with the local response (local resolution).
In view of the fact that we now have two members of the HM Courts and Tribunal Services working as our GP partners and one of our GPs is currently also the advisor on complaints to the PHSO we believe that we tend to investigate your complaint more thoroughly. We are patient-centred in our approach and use a language that a typical patient would understand. We always invite the patient to meet with us to discuss any remaining grievances or unhappiness after we have offered our local resolution (complaint response). We always anonymously discuss our complaints with our clinical and managerial team and often raise these complaints as significant events with a view to learn from any errors so that future errors can be prevented.
Our medical director is very enthusiastic in intervening almost immediately if a patient wishes to complain. It is this immediate and spontaneous interaction which makes us better understand the position as it is fresh. We can then begin to diffuse and resolve the conflict immediately.
When we receive compliments, we do not just hand these over to the concerned doctor or staff member but discuss it in our meeting and try to understand what led to the compliment. We try to copy the achievement by duplicating the actions and always acknowledge the patient who submitted the compliment with gratitude for taking the trouble to enlighten us.