If you have a complaint, concern or question about services you have received from the doctor or staff working in the Practice, please let us know. We operate a Practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. We are required on an annual basis to submit a return of the number of complaints received to NHS England. We adhere to the Data Protection Act and the principles of the NHS Code of Conduct regarding keeping your personal information confidential.
We hope that most problems can be dealt with easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible. Ideally within a matter of days or at the most a few weeks as this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have the details of your complaint about events which happened 12 months previous or within 12 months of discovering that you have reason to make a complaint.
Who do I send my complaint to?
All complaints should be addressed to Susan Wheatley, Business Practice Manager.
As our designated responsible person for complaints it is her responsibility to ensure that we comply with current NHS complaints regulations when handling your complaint. The complaints procedure will be explained to you and with assurance that your concerns are dealt with promptly.
Provide us with your name and contact details, including email address. Details of your complaint to include a clear description of your concerns and where possible dates.
- We will acknowledge receipt of your complaint within 3 working days.
- Offer you the opportunity to discuss the complaint.
- Inform you of how the complaint will be handled within the Practice .
- Advise how long the period of investigation will take
- If there is a delay in obtaining information, a progress report will be provided with an updated completion date.
- Our response will explain
- how the complaint was considered
- the conclusions we have reached
- any actions we need to take
- confirmation that we are satisfied that the actions have been implemented
- provide you with details of your right to complain to the Ombudsman if you feel we could have handled your complaint better.
We hope that, if you have a problem, you will use our complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
If you feel your complaint has not been handled satisfactorily by us, or you do not feel you can discuss your complaint with us you can contact NHS England (who are responsible for purchasing primary care services e.g. GP) or the Health Service Ombudsman .
Phone: 0300 311 2233 Open Monday to Friday between 8a.m. to 6p.m.
Email: firstname.lastname@example.org (State 'For the attention of the complaints manager' in the subject line.)
Post: NHS Commissioning Board, PO Box 16738, Redditch B97 9PT
Parliamentary and Health Service Ombudsman
Phone: Helpline 0345 015 4033 Open Monday to Friday between 8:30a.m. and 5:30p.m.
Post: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
For complaints about Pennine Care's Community Services contact PALS on 0161 716 3178. www.buryccg.nhs.uk