Please note we do not deal with complaints via the website.
See below for advice.
We always try to offer the best service possible, but there may be times when you feel this has not been as good as it should have been.. If this is the case please let us know and we shall do our best to rectify the situation. We would ask you to address yourself, if it is to do with prescriptions, to the Office Manager, Alex Foulger. or for other complaints to John Doherty the Strategic Director. Our procedure is to deal with complaints swiftly. The majority of complaints can be resolved quickly. If your complaint is of a more serious nature you can ask reception for the advisory leaflet on making a complaint. This will detail what you have to do. We aim to deal with complaints swiftly. You will be given the opportunity to make an urgent appointment with the Strategic Director to discuss the issues and possible courses of action. We hope you will use this appointment to allow us to look into and, if necessary correct any problems that you have identified, or mistakes that have been made. We will try to address your concerns, provide you with an explanation and discuss any action that may be needed within ten days. This may take longer during holiday periods.
We must point out however, that we are unable to deal with questions of legal liability or compensation.
If you use the standard practice procedure it will not affect your right to complain to the Health Services Authority/Medical Ombudsman. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary if a complaint is not made by the patient in person.
NB. If your concern is about the availablility of appointments for a particular doctor please note that doctors' hours do vary from week to week. The majority of appointments can be booked on the day they are required
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
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. Please ask for help at the desk. In the case of prescription queries Alex the Office Manager is available to assist you. For all other problems The Complaints Manager John Doherty (Strategic Director) is available to assist you. If your problem cannot be sorted out 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 – because this will help establish what has happended more easily. If it is not possible to do that please let us have the details of your complaint.
- Within 6 months of the incident that caused the problem: or
- Within 6 months of discovering that you have a problem provided this is within 12 months of the incident.
Formal complaints, in writing should be addressed to the Complaints Manager John Doherty (Strategic Director) in order to discuss your concerns. He will explain the complaints procedure to you and make sure that your concerns are dealt with promptly. It would be a great help if you are specific as possible about your complaint.
What we shall do
We shall acknowledge receipt of your complaint within three working days from date of receipt and aim to have looked into your complaint within ten working days of the date when you raised it with us.We should then be in a position to offer you an explanation, or a meeting with the people involved.
When the practice looks into your complaint it aims to:
Ascertain the full circumstances of the complaint
Make arrangements for you 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 Waterfoot Group of Doctors keeps 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. You will need to complete the complaints authorisation form (please aks at reception).
COMPLAINING TO OTHER AUTHORITIES
The practice management team hope that if you have a problem with the service you have received, that you will use the Practice Complaints Procedure.
However, if you feel you cannot raise your complaint with us, you can contact either of the following 2 official bodies:
***Insert Details of the Clinical Commissioning Group (CCG) for Your Area***
NHS England, PO Box 16738, Redditch, B97 9PT
firstname.lastname@example.org – FAO The Complaints Manager
0300 311 22 33 – Mon to Fri 8am to 6pm
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/contact-us
ICAS & OMBUDSMAN
ADVOCACY SERVICE FOR NHS COMPLAINTS
This is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local service can be found on ***Please Find Details Using Web Address Below***:
If you have not received a satisfactory response from this practice, your local Clinical Commissioning Group, or NHS England, you can then 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