COMPLAINTS AND SUGGESTIONS POLICY:
Our aim is to help you as best we can and we endeavour to do this in a highly professional way. Sometimes there may be a difference in opinion as to the service you received. Being human, sometimes our standard of care may have been less than we desired, or a misunderstanding may have occurred. We would welcome constructive criticism or comments on the services we provide. If you tell us where problems have arisen it gives us the chance to put things right. We try to provide the best possible service.
If you have any complaints about the service that you have received from the doctors or staff working for this practice you are entitled to ask for an explanation. Please download the complaints & suggestions policy below:
Complaints & Suggestions Policy
We hope that, if you have a problem, you will use our practice 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 remain dissatisfied with the response to the complaint you have the right to complain to an alternative body. (see below.)
If you wish, you can choose to complain to any of the following organisations rather than to the practice:
Parliamentary and Health Service Ombudsman
By post: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
By email: firstname.lastname@example.org
By telephone: 0345 015 4033
NHS Commissioning Board- NHS England
By post: NHS England, PO Box 16738, Redditch, B97 9PT
By email: email@example.com with ‘For the attention of the complaints manager’ in the subject line.
By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays) They will take a note of your complaint and arrange for it to be passed to the complaints manager.
In person: at any Citizens Advice Bureau in Dorset, Poole or Bournemouth.
By telephone: 0300 111 0102
By post: Healthwatch Dorset, Freepost BH1902, 896 Christchurch Road, Bournemouth, BH7 6BR
By email via the webite: www.healthwatchdorset.co.uk
The Independent NHS Complaints Advocacy Service
By telephone: 0300 343 7000
Via their website: www.dorsetadvocacy.co.uk
A free confidential service that advises and supports people who are complaining about the NHS. The service is independent of the NHS and is currently provided in Dorset, Poole and Bournemouth by Dorset Advocacy.
Independent Mental Capacity Advocate (IMCA) Resource
By telephone: 0845 3891762
IMCAs are a legal safeguard for people who lack the capacity to make specific important decisions: including making decisions about where they live and about serious medical treatment options. IMCAs are mainly instructed to represent people where there is no one independent of services, such as a family member or friend, who is able to represent the person.
The Care Quality Commission
By phone: 03000 616161
Via their website: www.cqc.org.uk
You can contact the CQC if you are unhappy with a service even when you don’t want to make a complaint.
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.