Complaints

The potential risk/seriousness of all complaints received must be assessed – this will help shape how complaints should be dealt with.

All complaints should be made in writing to the Practice Manager. If an individual has indicated an inability to put their complaint in writing either due to language difficulties or because they find writing/typing difficult or impossible, they should be advised they can relay the detail of their complaint to a member of reception staff who will submit the basic detail on a form and submit it to the practice manager for investigation. The practice would encourage patients who are able to put their complaint in writing themselves to do so to ensure all information is correctly presented, interpreted and recorded.

Although there are no longer statutory timescales for resolving complaints, all complaints will be acknowledged within 3 working days of receipt. The individual dealing with the complaint will send written confirmation to the complainant and advising them a full investigation is underway and that they will respond at the earliest opportunity. The individual investigating the complaint may request further information or an appointment with the complainant if this is deemed appropriate or necessary.

The complaint will then be fully investigated and a further response will be made to the complainant in writing at the earliest opportunity.

Whilst the complaint should be dealt with by the practice, patients who have a comment or complaint which cannot be resolved locally, can contact NHS England using the details below.

NHS England
PO Box 16738
Redditch
B97 9PT
tel: 0300 311 22 33
email: england.contactus@nhs.net

If the practice is unable to resolve a complaint there is a second stage of the complaints process called Independent Review. From 01.04.09 the Parliamentary and Health Service Ombudsman will be responsible for this. They can be contacted as follows:

The Parliamentary Ombudsman
Millbank Tower, Millbank,
London SW1P 4QP
Phone: 0845 015 4033
Fax: 020 7217 4940
Textphone: 020 7217 4066
Website: www.ombudsman.org.uk

The named individual responsible for complaints within the practice is: Mrs Evelyn Cupit, Practice Manager

If a complaint is about another organisation and/or service not directly managed or provided by the Practice it is likely the complaint will be referred to them for response. The complainant will be notified directly of any instance where their complaint has been passed to another organisation to respond.

Patients who have a comment or complaint about a hospital, mental health or community trust should contact the provider directly or contact their local CCG who will be able to help.

Download Our Complaints Leaflet

https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/ 

We promise to treat our patients with courtesy and respect, and ask the same in return. We ask that patients treat their GP and all other Practice staff courteously – without fear of violence abuse or harassment.

GPs and their staff have the right to care for others without fear of being attacked or abused.

Any behaviour – verbal or physical – which causes staff or other patients and visitors to feel uncomfortable, embarrassed or threatened, is totally unacceptable.

The Zero Tolerance Policy includes aggression or threats made in person, over the telephone or in written communication. The practice considers threatening behaviour to be:

• Attempted or actual, aggressive threatening physical actions made towards any member of staff

• The use of aggressive, threatening or abusive language (including raising of the voice, swearing and cursing, shouting) which threatens or intimidates staff.

• Homophobic, Racist, Sexist, Transphobic abuse, or other kinds of discriminatory remarks or behaviour.

This policy applies throughout the premises, including any car park and grounds. It also applies to any employee or partner away from the practice but only in so far as it relates to the business of the practice.

Any instance of threat of physical abuse will be reported to the police. The offender will be removed from the premises by the police. The patient will then be removed from the practice list and the PCSE will be notified so they can inform the patient that they must register elsewhere.

Instances of abusive/threatening behaviour will be reported to the Practice Manager and recorded in and Incident Book. A warning letter will then be issued advising the offender that, if there is any reoccurrence, they will be removed from our list. This warning will be active for 12 months.