Comments, suggestions and complaints

Comments

The practice welcomes patients’ comments and suggestions on how to improve on the services we offer our patients. We have a comment and suggestion box situated in the main entrance area; the box is checked regularly and the contents discussed at practice meetings.  We also welcome feedback on anything that our patients feel we are doing well.

Complaints

In the first instance please discuss your complaint with the staff member concerned.  Where the issue cannot be resolved at this stage, please ask to speak to the Office Manager or the Practice Manager, who will try to resolve the issue.   If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days.  This will enable tthe practice to get a clear picture of the circumstances surrounding the complaint.  If it is not possible to raise your complaint immediately, please let us have details of your complaint in writing within the following timescales:

  • Within 12 months of the incident that caused the problem, or
  • Within 12 months of the event, or
  • Within 12 months of you realising that you have something to complain about.

The practice will acknowledge your complaint within three working days (or as soon as is reasonably possible) and you will receive a written summary and conclusion within ten working days (or as soon as is reasonably practicable).  When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what the practice can do to make sure the problem does not happen again

This part of the process is called Local Resolution

If you need further advice, you can also contact NHS 111 or the local Citizens Advice Bureau

A summary of complaints received throughout the year is discussed quarterly by the doctors and practice manager.

Please click here to download a copy of our complaint form

Complaining to Other Authorities

The practice management team hope that if you have a problem you will use the Practice Complaints Procedure.  However, if you feel you cannot raise your complaint with us, you can contact;

NHS England Tel: 0300 311 22 33

NHS England is there to help you with any issues or worries you may have about a service you or someone you care for is receiving and to help resolve issues before they become complaints.

If you need help with making your complaint you can contact;

The Health Complaints Advocacy Services Tel: 0845 456 1082

HCAS is a national service that supports people who want to make a complaint about their NHS care or treatment.  Your local HCAS service can be found at; POhWER, Hertland House, Primett Road, Stevenage, Herts   SG1 3EE.

Ombudsman

If you remain unhappy with the response after Local Resolution and Independent Review, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.  You can call the Ombudsman’s Complaints Helpline on 0345 015 4033.   Millbank Tower, Millbank, London SW1P 4QP.

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission   Tel: 03000 616161, or visit their website: http://www.cqc.org.uk

Complaining on behalf of someone else

Please note that Sandy Health Centre keeps strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required.

The complaints procedure is reviewed annually.