Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal
complaint you should do so, preferably in writing as soon as possible after the event and
ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident, or
- Within 12 months of you discovering that you have a problem, giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to
complain about someone else’s treatment without their written authority. See the separate
section in this leaflet.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else.
Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
Lisa McKenzie, Practice Manager
Abington Park Surgery
Christchurch Medical centre
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days. If you wish we can arrange a meeting in person in an attempt to resolve the issue.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final
response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a
complaint and are not the patient involved, we will require the written
consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.
The practice Complaints Manager is Lisa McKenzie (Practice Manager)
You may also approach the Patient Advice and Liaison Service (PALS) for help or advice
Independent Complaints and Advocacy Service (ICAS)
ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service can be found here.
Complaining to other authorities
If you are unable to discuss your complaint directly with the Practice, or your complaint relates to another NHS provider, you can ask NHS ENGLAND to look into your concerns. The contact details for NHS ENGLAND are:
Tel:0300 311 22 33
This will direct you to a customer contact centre who will deal with your concerns and agree actions to resolve them. You can also write to them at:
NHS Commissioning Board
PO Box 16738
Redditch, B97 9PT
If you are dissatisfied with the outcome
You have the right to approach the Health Service Ombudsman, whose contact details are:
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154033