If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice we hope that you will discuss them with the doctor, nurse or reception team at the time they arise and with the person concerned, or failing that please contact the Practice Manager, Mrs Sarah Hill. She will be happy to discuss the complaints procedure with you and try to deal with any concerns promptly. It will be a great help if you can let us have details of your complaint as soon as possible and are as specific as possible about your complaint but if this is not possible please let us have the details within 12 months of an incident happening.
What we shall do
We shall acknowledge your complaint within 3 working days either orally or in writing, and offer to discuss the matter with you. If you do not wish to accept the offer of a discussion, we will decide how to handle the complaint, based on the available information. A letter will be sent to you setting out how the complaint will be investigated and the expected timescales. We will aim to have looked into your complaint within 14 working days of the date when you raised it with us. 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 does not happen again
- advise you of your right to take your complaint to an alternative body (see below)
We will provide a written response as soon as reasonably practicable after completing the investigation.
Please pick up one of our leaflets in reception
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you remain dissatisfied with the response to the complaint you have the right to complain to an alternative body. (see below.)
If you wish, you can choose to complain to any of the following organisations rather than to the practice:
Parliamentary and Health Service Ombudsman
By post: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
By email: firstname.lastname@example.org
By telephone: 0345 015 4033
NHS Commissioning Board- NHS England
By post: NHS England, PO Box 16738, Redditch, B97 9PT
By email: email@example.com with ‘For the attention of the complaints manager’ in the subject line.
By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank holidays
In person: at any Citizens Advice Bureau in Dorset, Poole or Bournemouth.
By telephone: 0300 111 0102
By post: Healthwatch Dorset, Freepost BH1902, 896 Christchurch Road, Bournemouth, BH7 6BR
By email via the webite: www.healthwatchdorset.co.uk
The Independent NHS Complaints Advocacy Service
By telephone: 0300 343 7000
Via their website: www.dorsetadvocacy.co.uk
A free confidential service that advises and supports people who are complaining about the NHS. The service is independent of the NHS and is currently provided in Dorset, Poole and Bournemouth by Dorset Advocacy.
Independent Mental Capacity Advocate (IMCA) Resource
By telephone: 0845 3891762
IMCAs are a legal safeguard for people who lack the capacity to make specific important decisions: including making decisions about where they live and about serious medical treatment options. IMCAs are mainly instructed to represent people where there is no one independent of services, such as a family member or friend, who is able to represent the person.
The Care Quality Commission
By phone: 03000 616161
Via their website: www.cqc.org.uk
You can contact the CQC if you are unhappy with a service even when you don’t want to make a complaint.