SABDEN & WHALLEY MEDICAL GROUP

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1 SABDEN & WHALLEY MEDICAL GROUP COMPLAINTS INFORMATION LEAFLET FOR PATIENTS Dr I D Whyte, Dr K K Wlodarczyk, Dr T M Golding Dr C J Brown, Dr C J Fogg, Dr C Dalton 42 King Street, Whalley, Nr Clitheroe BB7 9SL Telephone : Fax: REVISED OCTOBER 2012

2 CONTENTS 1. PRACTICE COMPLAINTS PROCEDURE 2. HOW TO COMPLAIN 3. WRITTEN COMPLAINTS 4. VERBAL COMPLAINTS 5. WHAT WE WILL DO 6. WHAT WE ASK YOU TO DO 7. COMPLAINING ON BEHALF OF SOMEONE ELSE 8. COMPLAINING TO NHS ENGLAND 9. USEFUL ADDRESSES

3 1. PRACTICE COMPLAINTS PROCEDURE If you have a complaint or concern about the service you have received from the Practice, please let us know. We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints which meets or exceeds the national NHS criteria. 2. HOW TO COMPLAIN 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 few days because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your concerns; within 12 months of the incident that caused the problem, or within 12 months of discovering that you have a problem, provided this is within 12 months of the incident 3. WRITTEN COMPLAINTS We would ask that, where possible, you make your complaint in writing either by using the attached form or letter if preferred, giving us as much information as you can. If your concern is about a specific incident, please give as much information as possible: describe what happened who was involved when the incident happened where the incident happened If the complaint is about a particular issue or procedure, you should also write with as much information as you are able to give. Complaints should be addressed to: Mrs Pauline Stewart (Practice Manager) Mrs Stewart is responsible for ensuring that the Practice Complaints Procedure is followed. In her absence, complaints will be administered by Miss M Tomlinson, Practice Secretary. If you prefer, you may address your complaint to any of the doctors in the Practice. 4. VERBAL COMPLAINTS If you do not wish to make your complaint in writing, you should, where possible, raise it with the person concerned at the time. Alternatively, you may raise your concerns with any member of the practice staff. The staff member may not be able to answer your complaint, but will ensure that details are passed immediately (the same day) to Mrs Stewart or her nominated deputy (see above). Alternatively, you may ask for an appointment with Mrs Stewart or one of the doctors to discuss your concerns. He will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

4 5. 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 third party consent form must be signed by the person concerned, unless they are incapable (because of illness) of providing this. 6. WHAT WE WILL DO We will acknowledge your complaint within 3 working days. We will aim to look into your complaint within 10 working days if possible depending on the complexity of the complaint. If we have not been able to establish sufficient information within 10 working days we will contact you in any case to inform you that we are continuing to look into the problem and aim to have fully investigated your complaint within 45 days. We will then offer you an explanation, including details of any action to be taken by the Practice, or invite you to attend a meeting with the people involved. When we look into your complaint, we will aim to: find out what happened make it possible for you to discuss the issue with those concerned, if you wish make sure you receive an explanation of what happened, and an apology where appropriate identify areas to be addressed by the Practice, and take any corrective action if necessary 7. WHAT WE ASK YOU TO DO We will ask you in the letter of response to notify the practice that you accept the outcome of the complaint, or otherwise, stating your further requirements. We will assume that the outcome of the complaint is satisfactory should we not receive a reply within 28 days. 8. COMPLAINING TO NHS ENGLAND NHS England PO Box Redditch B97 9PT Tel OTHER USEFUL ADDRESSES The Parliamentary Health Service Ombudsman for England 11 th Floor Millbank Tower

5 Millbank London SW1P 4QP Tel No: Fax No:

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