Suggestions and Complaints

 

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We are committed to providing a high quality healthcare service to patients.

If you have a comment or complaint about the service you have received from any of the staff working at our practice, please let us know.

We operate a Complaints Procedure as part of the NHS system for dealing with complaints, and this meets national criteria.

You can find comments, suggestions and compliments boxes located in our waiting rooms and we invite you to give us feedback on areas where you feel we are performing well or maybe not so well. 

Alternatively you can use our online form.

 

I wish to complain

We aim to deal with comments and complaints as easily and as quickly as possible, and if suitable, at the time they are brought to our attention, with the person concerned.

If your complaint or concern cannot be resolved immediately or if you wish to make a formal complaint, please let us know in writing as soon as possible, and no later than:

  • Within 12 months of discovering that you have an issue.

All complaints should be addressed to the Complaints Manager.

  • Patricia Idusogie

By following our Complaints Procedure, you will allow us to personally resolve the issue and to improve our service to you and others.

 

What we will do

We will contact you to acknowledge your complaint within 3 working days, at which stage you will be advised the timescale to complete any necessary investigation.

We aim to then look into your complaint within 20 days, but some issues may take longer to investigate e.g. if a number of issues are involved.

When we investigate your complaint, we aim to:

  • Find out what happened and what went wrong
  • Invite you to discuss the problem with those involved, if you have
  • Identify what we can do to ensure that the problem does not happen again.
 

What if I am not satisfied with the response?

You can always ask us to clarify points or to provide more information, and we can also arrange a meeting to discuss your ongoing concerns.

 

Getting help

If you require independent support with your complaint such as involving an interpreter or general help with the process, you can contact the NHS Complaints Advocacy Service on 0300 330 5454.

 

Complaining on behalf of someone else

Medical records are protected by the data Protection Act 1998. If you are complaining on behalf of someone else we need to know that you have their permission to do so, without which we may be unable to act on the complaint. A signed and dated consent letter will be required from the person concerned, unless they are incapable (i.e. due to illness) of providing this.

 

NHS Complaint Advocacy Service

They provide practical support and information to people who want to complain about the NHS service. This might mean giving information so you can pursue a complaint by yourself or giving you the support of an experienced advocate who can help you to make your complaint.

NHS Complaint Advocacy Voiceability

Mount Pleasant House
Huntingdon Road
Cambridge
CB3 ORN

Tel: 0330 088 3762

 

Complaining to the other authorities

We hope you will use the Hurley Groups Complaints Procedure, so that we are able to resolve the problem and have the opportunity to improve our service to you, but if you choose not to contact us you can approach NHS England direct at england.contactus@nhs.net

 

We want to ensure you are satisfied

We hope that if you have a problem, we will be able to resolve the matter to your complete satisfaction.

There are comments, suggestions and compliments boxes located in our waiting rooms and we invite you to give us feedback on areas where you feel we are performing well or maybe not so well.

If you wish to make a complaint, we will aim to resolve this easily and quickly, and if possible at the time they arise with the person concerned.

Remember:

  • Making a complaint will not affect your treatment or care, and your complaint will not be noted on your medical record
  • We want you to let us know if you are unhappy or have a suggestion about how we can do things better