If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this GP surgery, please let us know. This includes Primary Care Network staff working as part of our GP surgery. We operate a complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.
Many resources, including time, effort and money are put into offering our patients the best possible service and facilities that can be provided within the National Health Service and some that are outside the NHS.
We feel, however, that misunderstandings can occur, perhaps because patients are not aware of how the administrative systems work – for example, how to request a Doctor to visit a patient in an emergency situation or during the weekend, or the best way to leave a message for their own Doctor.
To try to rectify any possible misunderstandings, the Practice has a procedure in place which informally tries to discuss any suggestions or problems directly with patients.
The Practice would like to hear from patients who wish to discuss a suggestion or complaint.
After discussion, a course of action will be agreed which should ensure the patient feels that he/she has been listened to fairly and impartially, and action where appropriate will be taken.
Patients should note that this procedure does not affect their right to make a formal complaint, addressed to the local Health Authority, and such complaint should be made within 12 months of the episode which caused offence.
How to complain
We hope that most problems can be sorted out easily and quickly when they arise and with the person concerned. For example, by requesting a face-to-face meeting to discuss your concerns.
If your problem cannot be sorted out this way and you wish to make a complaint, we would like you to let us know as soon as possible. By making your complaint quickly, it is easier for us to establish what happened. If it is not possible to do that, please let us have details of your complaint:
- Within 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to the GP surgery team verbally or in writing to the Practice Manager. Alternatively, you may ask for an appointment with the GP surgery to discuss your concerns. They will explain the complaints procedure to you and make sure your concerns are dealt with promptly. Please be as specific as possible about your complaint.
What we will do
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 28 working days of the date it was received. If we expect it to take longer, we will explain the reason for the delay and tell you when we expect to finish.
You will receive a final letter setting out the result of any practice investigations.
When we investigate your complaint, we will aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss what happened with those concerned, if you would like this.
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
We take medical confidentiality seriously. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
Complaining to NHS England
We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.
However, if you feel you cannot raise the complaint with us directly, please contact NHS England. You can find more information on how to make a complaint at https://www.england.nhs.uk/contact-us/complaint/complaining-to-nhse/.
Unhappy with the outcome of your complaint?
If you are not happy with the way your complaint has been dealt with by the GP surgery and NHS England and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO). The PHSO makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.
To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033.
Patients should note that the Practice must ensure strict medical confidentiality and cannot provide confidential information about another person without the appropriate authority to do so.
Need help making a complaint?
If you want help making a complaint, Healthwatch Norfolk can help you find independent NHS complaints advocacy services in your area.
PALS (Patient Advisory Liaison Service)
PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to
help you resolve your complaint informally. Your local PALS office can be found here. Further information on PALS.
NHS Complaints and Advocacy,
Pohwer,
P.O. Box 14043,
Birmingham,
B6 9BL
Tel: 0300 456 2370
E-mail: pohwer@pohwer.net