THE HADLEIGH PRACTICE Complimentary Information Pack

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1 PATIENT INFORMATION LEAFLET How to make Comments, Suggestions and Complaints This leaflet explains how you can make comments, suggestions and complaints about the services provided by The Hadleigh Practice. We welcome your comments, both positive and negative, as they let us know when we get it right and where there is room for improvement. Letters of Appreciation If you have been happy with the care you have received please let us know. Letters to individual clinicians or to the Practice Manager, Mrs Moira Joy, are very much appreciated. Suggestions THE HADLEIGH PRACTICE Complimentary Information Pack Hadleigh House 20 Kirkway Broadstone Dorset BH18 8EE Tel: If you have any suggestions for making changes or improvements to the way we provide our services, please complete a Suggestion Form (available from the Reception Desk) and hand it to one of our Receptionists. Hadleigh Lodge 216a Wareham Road Corfe Mullen Wimborne Dorset, BH21 3LN Tel:

2 Practice Patient Advice and Liaison If you have a query or concern, but do not want to make a complaint, please contact our Assistant Practice Manager Mrs Debbie Fry on If she does not have the answer immediately she will call you back when the information is available. For help and advice with a possible complaint, you can also contact: Dorset Advocacy: Jubilee Court, Paceycombe Way, Dorchester. DT1 3AE. (Tel: ) nhscomplaints@dorsetadvocacy.co.uk Website Alternatively, for general health information and advice you can contact: Healthwatch Dorset on: Or, the Health Information Centre, Poole Hospital NHS Foundation Trust, Longfleet Road, Poole, Dorset BH15 2JB (Tel: ). You can also the Information centre at: healthinfo@poole.nhs.uk Complaints We hope that you will always receive an excellent service from us. However, if you are unhappy with any aspect of your care or service then please let us know as soon as possible. We operate and In-house Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets the national criteria

3 How to Complain We hope that most problems can be sorted out easily and quickly, often at the time that they arise. 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. Complaints should be addressed to Mrs Moira Joy, Practice Manager. We promise to acknowledge your complaint within three working days of receipt of your letter, either verbally or in writing, and offer to discuss the matter. We will explain how we are going to handle the complaint and the likely period for completion of the investigation and response to you. We will send a written response as soon as reasonably practicable after completing the investigation. This response will include: An explanation of how the complaint has been considered; The conclusion reached; Any remedial action that is needed and an assurance that this will be carried out; An apology if appropriate; and Details of your right to take this complaint to the Parliamentary & Health Service Ombudsman under the 1993 Act

4 If you are complaining on behalf of someone else Due to confidentiality laws, we cannot accept a complaint from a third party. If you are helping someone else with their concern, we will need their written permission stating that they are happy for you to deal with the concern on their behalf. NHS Complaints Procedure We hope that if you have a problem you will use our Inhouse Complaints Procedure. We believe this will give us the best chance to put right whatever has gone wrong and an opportunity to improve our service to you. You may choose to make a complaint verbally, in writing or electronically to the NHS England rather than the Practice. Their details are: NHS England, PO BOX 16738, Redditch, B97 9PT. england.contactus@nhs.net with For the attention of the Complaints Manager in the subject line. (Tel: ). Website: Under the NHS Complaints procedure complaints are usually investigated only if they are made within 12 months of the event, or within 12 months of you realising that you have something to complain about. However, this 12 month limit does not apply if there were good reasons for not making the complaint within the time limit or, despite - 4 -

5 the delay; it is still possible to investigate matters effectively and fairly There are two stages to the NHS Complaints Procedure: 1 st Stage local resolution either by The Hadleigh Practice or NHS England. 2 nd Stage Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP (Tel: ) or phso.enquiries@ombudsman.org.uk Web-site: At The Hadleigh Practice we try to ensure that all patients are pleased with their experience of our service and we take complaints very seriously. If you need to complain you will be dealt with courteously and promptly so that the matter can be resolved as quickly as possible. We learn from every mistake that we make and we attempt to respond to patients concerns in a caring and sensitive way. Please Note: Our In-house Practice Complaints Procedure does not deal with matters of legal liability or compensation