Complaints Procedure

If you have a complaint or concern about the service you have received from the doctor or any of the staff working in this practice, please let us know.  We operate a practice  complaints procedure as part of our commitment to the National Health  Service and our complaints system meets the national requirement.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out 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, his will enable us to establish what happened more easily.  If you have not been able to do that please let us have your complaint within 12 months of the incident that caused the problem or from when the complainant became aware of the incident.

Complaints should be addressed to the Practice Manager or the Doctor.

Alternatively, you may ask for an appointment with the Practice Manager to discuss your concerns.  She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

What we shall do

We will acknowledge your complaint within 3 working days and aim to have investigated your complaint within 10 working days of the date you raised it with us.  Sometimes this will take longer but we will keep you informed if there is a delay.

We shall then be in a position to offer you a written response and/or a meeting with the people involved.

When we look into your complaint we shall aim to:

  • find out what happened and what  went wrong
  • Make it possible for you to discuss the problem with those concerned
  • Make sure you receive an apology, if appropriate
  • Identify what we can do to make sure the problem does not happen again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality.  If you are complaining on behalf of someone else, we need to know that you have their permission to do so.  A note signed by the person concerned will be needed.

Complaining to NHS England

We hope that, if you have a problem, you will use our Practice Complaints Procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our service.

However this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us.

Contact them;

Tel:                  0300 311 2233

Email:              [email protected]

Address:          Complaints, NHS England,

PO Box 16738

Redditch

B97 9PT

If we have investigated your complaint and you remain dissatisfied NHS England will not be able to assist, you will need to contact the Independent Health Complaints Advocacy Service (IHCAS)

Contact them;

Tel:                  023 8077 6657

E-mail:             [email protected]

Address:          Independent Health Complaints Advocacy

Havant & East Hants Mind

Leigh Park Community Centre

Dunsbury Way

Havant

PO9 5BG

Website:           www.hampshireadvocacy.org.uk

You will retain the right to further refer your complaint to the Parliamentary and Health

Service Ombudsman if you remain dissatisfied with the any of the decisions or findings.

Tel:                  0345 015 4033

E-mail:             [email protected]

Address:          Parliamentary & Health Service Ombudsman

Mill Bank Tower

Mill Bank

London

SW1P 4QP

Website:           www.ombudsman.org.uk

 

Easy to read leaflet is available from reception

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