Complaints

Making a Complaint

Complaints are normally made first in writing to the practice manager, you will then upon receipt of a written complaint an acknowledgement will be sent confirming receipt.  The practice will respond within 10 days following an investigation of the issues raised.

Period within which complaints can be made

The period for making a complaint is normally:

(a) 12 months from the date on which the event which is the subject of the complaint occurred; or

(b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant's notice.

Complaints should normally be resolved within 6 months. The practice standard will be 10 days for a response.

The Partners have the discretion to extend the time limits if the complainant has good reason for not making the complaint sooner, or where it is still possible to properly investigate the complaint despite extended delay.

When considering an extension to the time limit it is important that the doctor takes into consideration that the passage of time may prevent an accurate recollection of events by the clinician concerned or by the person bringing the complaint. The collection of evidence, clinical guidelines or other resources relating to the time when the complaint event arose may also be difficult to establish or obtain. These factors may be considered as suitable reason for declining a time limit extension.

Confidentiality

All complaints must be treated in the strictest confidence

Where the investigation of the complaint requires consideration of the patient's medical records, the Complaints Manager must inform the patient or person acting on his/her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The practice keeps a record of all complaints and copies of all correspondence relating to complaints.

Taking a complaint further.

If you remain dissatisfied with the response to your complaint, you have the right to ask the Health Service Ombudsman to review your case.

The Health Service Ombudsman is an independent body established to promote improvements in health care through the assessment of performance of those who provide services.

You can contact the Health Service Ombudsman on 0345 015 4033 or write to them at: The Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or email: phso.enquiries@ombudsman.org.uk.