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 make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
Within 12 months of the incident that caused the problem; or
Within 12 months of discovering that you have a problem,
Diane Moon, our Practice Manager, will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly.
You can make your complaint:
In person – ask to speak to Our Practice Manager – Diane Moon
In writing – some complaints may be easier to explain in writing - please give as much information as can, then send your complaint to the practice for the attention of Diane Moon - Practice Manager, as soon as possible
What we shall do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 5 working days at which point we will look to offer an opportunity for an initial discussion to plan how your complaint is to be investigated. When we look into your complaint, we shall aim to give you a response within 21 days from the date you raised it with us. We will aim to:
- Find out what happened and what may have gone wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive appropriate feedback
- Identify what we can do to make sure the problem doesn’t happen again by including each complaint in our internal Significant Event Procedure.
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If 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.
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure: Practice Complaints Procedure We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
This Practice is regulated by the Care Quality Commission (CQC). You can also tell CQC about any concerns that you may have, even when you do not want to make a complaint to the Practice. You can contact the CQC by email: firstname.lastname@example.org, telephone: 03000 616161 or via their website www.cqc.org.uk