If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We try to give the best service possible at all times, but there may be occasions when you feel you wish to express dissatisfaction.
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. 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. This will enable us to establish what happened more easily. If this is not possible please let us have details of your complaint within twelve months of discovering that you have a problem.
Complaints can be sent either by mail or email for the attention of Melanie Carr, Practice Manager email@example.com
Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and ensure that you concerns are dealt with promptly.
What we shall do
We shall acknowledge your claim within 3 working days and aim to have investigated your complaint within 10 working days of the date that you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
On investigation we shall aim to:
• Establish what happened and what went wrong
• Make it possible for you to discuss the problem with those concerned, if you would like to do this
• Make sure you receive an apology, where this is appropriate
• Identify what we can do to make sure the problem does not happen again
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. Written consent from the patient will be required, unless they are incapable (because of illness) of providing this.
Complaining to the Clinical Commissioning Group
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. This does not affect your right to approach the local Clinical Commissioning Group, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. In this instance you should contact the Clinical Commissioning Groups complaints manager for further advice. Using the procedure does not affect your rights to complain to other bodies if you so wish and the appropriate contact address for the CCG is:
Customer Care Team
North East Lincolnshire CCG
Town Hall Square
North East Lincolnshire
Tel: 0300 300 0500
Or alternatively you can the Health Service Ombudsman at:
Health Service Ombudsman
Millbank Tower, Millbank
Tel: 0345 015 4033