Purpose
This protocol sets out the approach of Park Medical Practice to the handling of complaints.
Comments and complaints
We, as a practice, are committed to giving the best possible care to our patients. To this end we would like you to let us know if you are not happy about the service you receive.
This maybe just a comment or suggestion on how we could improve things.
If it is something more serious and you feel you have been treated poorly by any of the reception or clinical staff you have the right to complain.
The procedure for making a complaint is set out below:
- If you want to make a complaint verbally you can ask to speak to the Practice Manager in person or by telephone
- If you want to make the complaint in writing you can put the complaint in writing to Practice Manager
- Your complaint will be:-
- Dealt with as quickly as possible
- Handled fairly and politely
- Investigated fully
Response to complaints will be made, in writing or by telephone, within 48 hours and where possible a resolution within 21 working days.
This will enable us to gather all relevant information.
You may be given the opportunity to come into the practice and discuss your concerns with a GP and / or the Practice Manager if you wish to do so
We as a practice take complaints very seriously and we do try to resolve them within the Practice to everybody’s satisfaction. If, however, a resolution cannot be agreed, patients do have the right to take the matter further by contacting :
Independent Complaints Advocacy Service:
Arthur House
Chorlton Street
Manchester
M1 3FH
Tel: 0808 802 3000
NHS England
PO Box 1678
Redditch
B97 9PT
Tel: 0300 311 2233
Care Quality Commission
National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000 616161
The Healthservice Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033