Please feel free to download our practice Comments and Complaints Leaflet - this is available in the surgery.
Comments & Suggestions
While we aim to provide a high quality service at all times we recognise that there may be occasions when our service fall short of what you may expect from us. If you have a problem or grievance, feel free to discuss this with the doctor or staff member who is dealing with you at the time.
Any comments or criticism made by patients are regarded by us as valuable aids in sustaining and improving the quality of service that you require. If you feel that addressing your grievance with the staff involved at the time is not appropriate, please ask to speak, or send details of your complaint in writing to the practice manager, Miss Sara Robinson. You will receive an acknowledgement of your letter within two working days of receipt. The situation will be investigated and we hope to provide you with a satisfactory response within two weeks of the acknowledgement.
If you feel that you cannot raise your complaint with us, or you are dissatisfied with the result of our investigation you have two months to request an independent review.
COMPLAINING TO OTHER AUTHORITIES
If you're not happy with an NHS service, you can make a complaint. You should complain to the person or organisation providing the service first, such as the GP, dentist, hospital or pharmacist. Alternatively, you can complain to the commissioner of that service – either NHS England or the area clinical commissioning group (CCG).
In general, NHS England commissions most primary care services, such as GP and dental services. CCGs oversee the commissioning of secondary care, such as hospital care and some community services.
NHS England – PO Box 16738, Redditch, B97 9PT
Tel No 0300 311 2233 Mon-Fri 8-6pm
CCG – Omega House, 112 Southampton Road, Eastleigh, Hants SO50 5PB
Tel No: 02380 627600
INDEPENDENT COMPLAINTS AND ADVOCACY SERVICE (ICAS)
ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service can be found on
35 Southgate Street, Winchester SO23 9EH
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033 or www.ombudsman.org.uk