|PRACTICE COMPLAINTS PROCEDURE|
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. You can obtain a copy of the Practice Complaints Procedure from the reception. Complaints should be put in writing to Shelley Naylor, Practice Manager.
WHAT WE SHALL DO We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us, dependant on investigations required. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to;· find out what happened and what went wrong;· make it possible 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 we can do to make sure the problem doesn’t happen again.
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 their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Alternatively you are able to refer your complaint/concerns (but not in addition to already having reported your complaint(s) to the Practice) to the Complaints Manager, NHS England, PO Box 16738, Redditch, B97 9PT - telephone number 0300 311 22 33 - email address firstname.lastname@example.org or http://www.england.nhs.uk/contact-us/complaint/, who will correspond with the Practice/handle your complaint on your behalf if you prefer. If you choose to contact NHS England by email about your complaint, please ensure you put 'For the attention of the Complaints Manager' in the subject line of your email. Full details of the Complaints Procedure will be provided to you by the Practice or via NHS England upon request.