PRACTICE COMPLAINTS PROCEDURE
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
HOW TO COMPLAIN
In the first instance please discuss your complaint with the Senior Receptionist who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please contact Mr Carl Raynes who is our Patient Services Manager.
It would be better at this stage if your complaint could be in writing, but we will take your complaint in any format suitable to yourself. Please complain as soon as possible after the date of the event that you are complaining about. If this is not possible complaints should normally be made within 12 months.
The Practice will acknowledge your complaint within three working days and formulate a plan with you of how your complaint will be addressed. Where possible we aim to respond to your complaint within 10 working days. In some cases more time may be required, if so we will keep you informed.
When the practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint
- Offer you the opportunity to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what the practice can do to make sure the problem does not happen again
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that Dinnington Group Practice keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
HELP WITH YOUR COMPLAINT
The Management Team hope that if you have a problem you will use the Practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, you can contact any of the following bodies:
If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.
You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or http://www.ombudsman.org.uk or Textphone (Minicom): 0300 061 4298
Address: Millbank Tower, Millbank, London SW1P 4QP
CONTACTING THE CARE QUALITY COMMISSION
If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on
03000 616161, or alternatively visit the following website: http://www.cqc.org.uk