How To Make A Complaint
At the Calverton Practice we endeavour to offer you the very best healthcare. Unfortunately, on occasion you may feel that we do not reach our usual high standards and this document sets out how to bring this to our attention. It also describes the steps we will take to fully investigate your complaint and what you can do if you are not happy with the outcome of any investigation. Please be assured that the raising of a complaint will not negatively affect how we care for you or your family. The Calverton Practice will treat all complaints received fairly and transparently and will endeavour to learn from mistakes by undertaking rigorous analysis of the root causes of any real or perceived failure.
The NHS Complaints Procedure
The NHS Complaints process is designed to achieve fast and effective resolution for both patients and the organisation receiving the complaint. It recognises that dealing with complaints locally is often the most immediate and responsive method of resolution. We would, therefore, be happy to offer you the opportunity to explain the reasons why you are unhappy with our service and to discuss what steps we can take together to achieve a resolution. We have an internal complaint handling process in place to ensure that any complaint we receive is dealt with efficiently, sensitively and fairly. Generally, the NHS would expect to receive a complaint within 12 months of the problem (or your awareness of it) occurring. However, we can use our discretion if circumstances have prevented you from making your complaint within this timescale.
What to do now
Our Practice Manager, Mrs Bridget Hall, is the named manager for dealing with complaints. In the first instance you should raise your complaint with her, preferably in writing or by telephone. On receipt of your complaint, the Practice Manager will telephone or write to you within 3 working days to discuss it with you and to hopefully agree a plan to resolve matters. On occasion, depending on the nature of the complaint, we may need to speak with third parties as part of our investigation or where the complaint covers more than one NHS organisation. In such circumstances we will always seek your consent.
What if I’m not happy to talk to the Practice?
If you feel that you do not wish to discuss your complaint directly with the Practice or if your complaint is about commissioned or more general NHS services, please contact NHS England.
PO Box 16738
Telephone: 0300 311 2233 (Monday-Friday 8am-6pm excluding bank holidays)
The Practice has not resolved my complaint. Where can I go now?
If you feel that you have reached the end of the local resolution stage and you are still not satisfied that your complaint has been appropriately addressed, you may approach the Parliamentary and Health Service Ombudsman. The Ombudsman is the final recourse within the NHS Complaints process. It is a free and independent service which may only look at and/or investigate complaints where all opportunities for local resolution have been thoroughly pursued and there is still an outstanding issue to be addressed. The website of the Health Service Ombudsman is located at www.ombudsman.org.uk where a comprehensive explanation of the service offered may be found. The helpline (calls to which are charged at normal UK landline rates) is 0345 015 4033 (Monday-Friday 8.30am-5.30 pm). Emails can be directed to England.firstname.lastname@example.org
Multi Agency Complaints
If your complaint covers more than one NHS body, you need only send one letter of complaint. The receiving institution will liaise with all those involved to provide an appropriately co-ordinated response to you.
We hope that this Information provides clarification on how to make a complaint and what will happen to your complaint once it is received by the Practice. We wish to work with all our patients in as harmonious and productive manner as possible and we believe that our Complaints Procedure reflects this aspiration.
The Calverton Practice
Reviewed March 2017