Compliments, Complaints & Feedback

Compliments & Feedback

If you feel happy with the service we provide, if you are pleased with a specific aspect of your care or with a specific member of our team, we would be delighted to hear about it.

We are also happy to hear any constructive feedback or suggestions you have in respect of the running of the Practice.  Constructive feedback is always welcomed and is a way for us to reflect on the service we provide and look for ways to improve.

If you are unhappy with the care you have received or feel that you have a reason to complain about any aspect of our Practice, our Practice Manager is here to help.  Our complaints process is detailed below where you can also download a copy of our Complaints Procedure.  Complaints and concerns can be made in writing, by telephone or in person.

 HOW TO MAKE A COMPLAINT

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager (you can use the attached form).  Our Practice Manager will ensure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

Complaints do not have to be made in writing.  You may make a complaint either in person or over the telephone, should this be what you prefer.  Details of your complaint will be taken down in.  In these cases, a summary statement of your verbal complaint will be prepared by the Practice Manager/designated member of staff and you will be required to sign to acknowledge accuracy of content and facts.

It is your choice to make your complaint either to the provider (the practice) or the commissioner (NHS England).  Cases cannot be pursued by both, should an outcome not be to your satisfaction.  In these cases, further action must then be taken via the Ombudsmen (see contact details below) 

Complaints will not be dealt with at the local CCG (Tameside & Glossop CCG).  The CCG can be contacted should you have any queries or concerns regarding any service offered by the practice or any clinician that works at the practice.

COMPLAINING ON BEHALF OF SOMEONE ELSE

We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request).  If you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.

WHAT WE WILL DO

We will acknowledge your complaint within 7 working days giving you a reasonable and realistic time frame for your case to be investigated. If there are circumstances that prevent a response within a reasonable amount of time, we will explain the reason for the expected delay and advise you of an anticipated response date.

When we look into your complaint, we will investigate the circumstances; obtain statements where necessary and offer you the chance to come in and discuss the issue with the Practice Manager and/or the person/persons involved, should you prefer.

When a resolution has been reached, you will receive a final letter setting out the result of any practice investigations and conclusions that have been reached as a result.  This will include any action points that may have been agreed to ensure the issue does not occur in the future.

USEFUL CONTACT DETAILS

NHS England                                               

Customer Contact Centre                         

PO Box 16738                                           

Redditch                                                       

B97 9PT

Tel: 0300 311 22 33