Comments & Complaints

Complaints Procedure

We always try to provide the best services possible, but there may be times when you feel this has not happened. We hope that most problems can be sorted easily and quickly, preferably at the time they arise and with the person concerned or with the Practice Managers. However, if your problem cannot be sorted out in this way, we operate a practice complaints procedure as part of an NHS system for dealing with complaints. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person. If you have any complaints about the service you have received from the doctors or any of the practice staff, please let us know.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How to complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Helen Allen or Janet Fry who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

• Within 12 months of the incident that caused the problem

or

• Within 12 months from when the complaint comes to your notice

The Practice will acknowledge your complaint within three working days.

The Practice may arrange a meeting with you to discuss the complaint and to agree with you on how the complaint is going to be investigated and the timescale for this to be completed.

When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again.

You may make your complaint directly to NHS England who commissions our service:

• By Telephone: 0300 311 22 33
• By email: england.contactus@nhs.net
• By post: NHS England, PO Box 16738, Redditch, B97 9PT

or

The Primary Care Complaints Team contact details are:

South East Complaints Hub

NHS Frimley ICB

Aldershot Centre for Health
Hospital Hill
Aldershot
Hampshire
GU11 1AY

Phone number: 0300 561 0290

Email address: Frimleyicb.southeastcomplaints@nhs.net

or

The Patient Advice and Liaison Service (PALS)

Every NHS Trust has a PALS section to help people have a say in their local health services. PALS will explain how to discuss ways of getting your complaint dealt with. It will also take up some types of complaints for you. You can find more information on your local PALS team here.