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COMPLAINTS/SUGGESTIONS

We are always pleased to receive suggestions for improving our services and we like getting compliments as well. We welcome any feedback you can give us - good or bad - about any aspect of your contact with the surgery. We need to know if we are not providing you with a good service. We also like to know when we are getting things right.

We hope you will never have cause for serious complaint but if you do, we have a complaints procedure aimed at a quick resolution of problems. Please initially either speak directly to the GP or Practice Manager, or write to DOROTHY CASEY the Practice Manager.

The doctors and staff at Boothstown Medical Centre strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative.

In order to attain and maintain high standards of care, feedback is needed from those to whom the care is delivered, one mechanism is the complaints procedure.

How to Complain

As a patient, you have a right to complain about any aspect of the service with which you are less than satisfied, and the Practice has produced this Complaints Procedure to assist you through this.

  1. If you decide to make a complaint it's important to consider what you want to happen. Are you content with an apology, do you want action to be taken against a member of staff, or do you want a change to the system? Whatever action you're seeking, make this clear.

      Before you make your complaint, make a note of the relevant events,            dates, times, names and conversations, and include all necessary details. Processing a complaint can take a while, and you might be asked to verify some information at a later stage.

     If you complain in writing, keep a copy of everything you post, and make a note of when you sent it. 

2. Complaints should normally be made within 12 months of the date of the event that you're complaining about, or as soon as the matter first came to your attention, although the time limit can sometimes be extended (so long as it's still possible to investigate the complaint). An extension might be possible, such as in situations where it would have been difficult for you to complain earlier, for example, when you were grieving or undergoing trauma.

  1. If you need help to make a complaint you can contact any of the following:

a)     The Patient Advisory Liaison Service (PALS) are available to offer confidential advice, support and information on health-related matters to patients, their families and their carers.  They can be contacted on:

Jacqui Sellek 01925 664014

Katherine Earlam 01925 664450

Or via the switchboard on 0800 0150972.

You can also write to the Pals Office at the following address:

PALS, 5 Boroughs Partnership NHS Trust, Hollins Park House. Winwick. Warrington. WA2 8WA.

Email:

Jacqui.sellek@5bp.nhs.uk

Katherine.earlam@5bp.nhs.uk.

b)     The Indendependent Complaints Advocacy Service (ICAS).

                     Telephone: 0808 803 3000      

           This is a national service that supports people who wish to make a                      complaint about their NHS care or treatment

c)      Your local Citizens Advice Bureau. You can find your local CAB on their website. Wigan Citizens Advice Bureau: 0844 826 9713

If you do not wish to raise the complaint locally or you have tried without success, you can complain directly to NHS England. NHS England organises health services nationally.

NHS England can be contacted by:

Telephone: 0300 311 22 33 (8am to 6pm Monday to Friday, excluding Bank Holidays.

Post: NHS England, PO Box 16738, Redditch, B97 9PT

Email: england.contactus@nhs.net. Please write ‘For the attention of the Complaints Manager’ in the subject line.

 PRACTICE PROCEDURE

  1. Any complaint you wish to make can be accepted either in writing or verbally, and should preferably be addressed in either case to the Practice Manager. If you feel the doctor is the most appropriate person to approach, you are free to do so.
  1. The Practice Manager will contact you by telephone within 1 working day from receipt of the complaint to discuss and try to resolve the complaint - if your complaint cannot be resolved at this time –

(a)          If your complaint is written, you will receive an acknowledgement within two working days from receipt.

(b)        If your complaint is verbal, you will receive written acknowledgment within two working days, with a factual statement of what is perceived to be the complaint.

  1. Any complaint you make will be investigated and you will receive a written report from the Practice within 25 working days, as to the outcomes of the investigations and, where appropriate, the steps taken to ensure the situation does not recur.
  2. If there is a delay in dealing with your concerns, we will keep you informed of our progress by writing to you at regular intervals.

 

  1. If considered appropriate by all parties, you will be invited to attend the surgery to discuss the matter with the Practice Manager and, where appropriate, one or more of the doctors, following which you will receive a written statement from the Practice as to the discussion and the outcome.
  2. Where other parties are involved, you will be kept informed as to the steps being taken to obtain their statements.
  3. The Practice will strive to deal with complaints in a methodical and efficient manner in order to bring about an equitable conclusion.

 

It is sincerely hoped that any complaint you have about the Practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice, but there are times when you may feel this is inappropriate, or you may not be happy with the results of the complaints procedure. You have the right, therefore to request an independent review of your complaint by:

 

The Independent Complaints Advocacy Service (ICAS), an independent, free and confidential service, that offers support to patients in raising complaints against the NHS

 

By the Parliamentary & Health Service Ombudsman Millbank Tower, Millbank, London SW1P 4QP. Telephone: 0345 015 4033. Website: www.ombudsman.org.uk. Email: OHSC.Enquiries@ombudsman.gsi.gov.uk

 

If you wish to make a formal complaint you can contact NHS England:

 

NHS England can be contacted by:

Telephone: 0300 311 22 33 (8am to 6pm Monday to Friday, excluding Bank Holidays.

Post: NHS England, PO Box 16738, Redditch, B97 9PT

Email: england.contactus@nhs.net. Please write ‘For the attention of the Complaints Manager’ in the subject line.

Should you wish to discuss any part of this document with the Practice Manager, please ask the Receptionist or your doctor to arrange this for you.

If you make a complaint this will not affect your treatment or care in any way.

 

Reviewed March 2016

Review due March 2017

 
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