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Complaints or Congratulations

Complaints or Congratulations

Congratulations

The Practice is always happy to receive feedback whether good or what you feel we need to improve.

If we have done something that you would like to highlight as good Practice please email or write to us to advise us. It can lift a persons day when they are congratulated, thank you.

Complaints

PRACTICE COMPLAINTS PROCEDURE

If you have a complaint or concern about the service you have received from the Doctors or any of the Staff working in this Practice, please let us know.

 

We operate a practice complaints procedure as part of the NHS system of dealing with complaints. Our system meets the National Criteria.

 

HOW TO COMPLAIN

We endeavour to solve most problems at the time they arise, with the person concerned and as quickly and as easily as possible.

 

If your problem cannot be sorted out in this way and you wish to make a complaint we would like to know AS SOON AS POSSIBLE. Ideally within a matter of days or at the most a few weeks to enable us to establish what happened more easily.

 

If it is not possible to do that, please let us have details of your complaint

 

     within 6 months of the incident; or

     within 6 months of discovering that you have a problem

     provided that it is within 12 months of the incident.

 

Complaints should be made to Mr D DOIG or any of the Doctors. You may request an appointment with MR DOIG to discuss your concerns. He will explain the complaints procedure and endeavour to ensure that your concerns are dealt with quickly. Please be as specific as possible.

 

WHAT WE SHALL DO

Acknowledge your complaint within 3 working days.

Investigate the complaint within 10 working days (If we cannot meet this timescale we will advise you and keep you posted), where possible.

Offer you a meeting with the people involved or an explanation.

 

We shall aim to:

Find out what went wrong.

                        Ensure that you can discuss the problem with the people concerned.

                        Make sure you receive an apology if appropriate.

                        Identify what we can do to stop it happening again.

 

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that we keep strictly to the rules of medical confidentiality. We therefore need to be sure that you have their permission to do so. A note signed by the person concerned will usually suffice unless they are incapable, through illness, of doing so.

 

COMPLAINING TO THE NHS England

You have a right to send your complaint to : NHS England Complaints service, who will then decide whether they should handle the complaint or the Practice should handle the complaint. If you wish to take your complaint forward through this process you need to contact: NHS England, PO Box 16738, Redditch, B97 9PT, By email to: england.contactus@nhs.net , Please state: ‘For the attention of the complaints team’ in the subject line. By telephone: 0300 311 22 33

 

DISSATISFIED with our response

Please note if you remain dissatisfied with our response to your concerns you have the right to ask the NHS Commissioning Board to review your case. This should be done within two months of receipt of this letter. You can contact The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P4QP, email: phso.emquiries@ombudsman.org.uk, Tel: 0345 0154033

 

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BUXTON MEDICAL PRACTICE

 

COMPLAINT FORM                                                   (updated 17/07.17, DD)

 

 

Patients Name    ........................................................................

 

Address   ....................................................................................

 

Telephone: ………………………………

 

Date of Birth   ..........................................   Usual Doctor   ..........................................

 

Name of Person Complaining (if Different to above): ………………..

 

Address: ………………………………………………………………………………...

 

Tel. ………………………………….

 

Relationship to Patient: ………………………      

 

Signed information sharing agreement       Y q N q

 

Details of Complaint

(Please include dates of events, details and persons involved. Please use extra sheets if necessary.)

 

Date of Incident:

 

Personnel Involved:

 

Incident details:

 

 

 

 

 

 

 

 

Complainant’s Signature   .................   Date   …………………….    

 

 

Patients Signature (if different to complainant) ………………………………

 

(Please be aware that we can only reply to specific patient complaints if the patient gives their consent for the complainant to see this information by signing the form or including a letter of consent.

Otherwise we will reply in more generic terms)                                                                                                



 
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