We always try to give you the best service possible but there may be times when you feel this has not happened. This Page explains what to do if you have a complaint about the service provided.
We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made. The procedure is designed to provide complainants with an explanation of the circumstances surrounding an adverse event.
Our practice policy is not able to deal with questions of legal liability or compensation, if the partnership considers the in-house procedure is not appropriate in a particular case, the Practice Manager will advise you how the complaint can be pursued through other channels.
Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if the complaint is not made by the patient in person.
If you wish to make a complaint, please ask to see,email (firstname.lastname@example.org) or write to our Practice Manager, Sarah Ruse who will take full details and decide how best to deal with the investigation. We think it is important to deal with complaints swiftly, and we aim to offer you an opportunity for a meeting to discuss matters within seven days.
We will try to address your concerns, provide you with an explanation and discuss any action that may be needed.
We try to resolve all issues locally and to the satisfaction of all concerned, but following the conclusion of this local resolution process, if you are not satisfied with the way the Practice has handled your complaint you may ask NHS England to review your case.
NHS England, PO BOX 16738, Redditch, B97 9PT. 0300 311 2233. email@example.com.
Healthwatch West Sussex
Healthwatch is an independent Health Complaints Advocacy Service (IHCAS)
If you remain happy after local resolution, you can refer your complaint to The Parliamentary and Health Service Ombudsman who investigate you can contact the Ombudsman’s Complaints Helpline on 0345 015 4033
Write: 11-13th Floor Millbank Tower
Milbank, London, SW1P 4QP
Contacting the Care Quality Commissions
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 on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk