COMPLIMENTS, COMMENTS, CONCERNS AND COMPLAINTS PROCEDURES

We aim to provide our patients with the best care we can and would like to hear from you if you think we should have done something well, or if you have suggestions on how we could do something differently. Equally we know that there will be times when we fall short of the mark and want to know if you are unhappy with our service.

You can give your feedback on the care given both good and bad using our colleagues at I Want Great Care or NHS choices on our review page.

We would encourage you to speak to us but if you want to give your feedback in wiriting, please send it to the Practice manager at the practice address. Broadstairs Medical Practice, The Broadway, Broadstairs, Kent CT10 2AJ

If you have a complaint please do not afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will do our best to put right anything that has gone wrong.

 

Who can make a Complaint?

Complaints can be made by patients eother on their own behaf or by a representative (with your consent).

 

What are the time limits for making a complaint?

As soon as you can whilst you can remember the details clearly. Usually the NHS Complaints Procedures only deal with complaints made within 12 months of the event or within 12 months of finding out that there is something that you should complain about. This time limit might be waived if there are good reasons why you were not able to let us know earlier and we can still carry out an effective investigation.

 

When something goes Wrong?

If you have a complaint or a concern the quickest way to resolve it is to speak to a member of the team and if they can resolve it straight away they will do so. If not they will refer the matter to the Practice Manager who will take the matters from there.

 

What happens next?

The Practice Manager will acknowledge your complaint and make early contact with you (within 3 days) to discuss the way forward. The discussion can be face to face but need not be depending upon what is most convenient for all concerned.

Your complaint will be investigated within an agreed timescale and you will be kept informed of progress.

 

What happens if the complaint involves a hospital?

Where other organisations such as hospitals are involved in the complaint, we will aim to provide you with co-ordinated response covering all aspects of your complaint. Where a complaint is solely about a third party, we may pass your complaint to the correct party after seeking your agreement.

 

What other option do I have?

Complaints can be directed to NHS England rather than the practice and they may oversee the investigation and respond to the issues raised. NHS England is obliged to notify the practice about any complaints it receives with your consent.

To take this option please contact:

NHS England

PO Box 16738, Redditch, B97 9PT

Telephone: 03003112233

Email: england.contactus@nhs.net

If the complainant remain dissatisfied with the handling of the complaint then they have the right to complain to the health Service Ombudsman. They would require a clear statement of what issues remain outstanding.

The Parliamentary and Health Service Ombudsman,

Millbank Tower, Millbank, London SW1P 4QP

Email: phso.enquires@ombudsman.org.uk   

Telephone: 0345 0154033

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