Introduction
Our patients’ view are important to us and help us to ensure our services are meetings people’s needs. As a practice we always strive to ensure the best level of patient care, however we acknowledge we may not always get it right first time.
Therefore, we operate a complaint procedure as part of an NHS complaints system, which meets national criteria. We view complaints as an opportunity to reflect on patient care, where appropriate apologise and learn from incidents to improve patient care. If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.
Making a suggestion
Often people feel more comfortable suggesting improvements than complaining formally. Suggestions can be made by anyone who received services or their friends and family. To make a suggestion you can speak a team member, utilise the suggestions boxes or digital platforms available.
How to Complain
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 as soon as possible. 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; please try and avoid e-mailing the surgery as this may be overlooked. The Practice Manager will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
You can complain:
- In person
- By telephone
- Through a member of our staff
- Through an advocate or representative.
Complaining on Behalf of Someone Else
The practice team keep strictly to the rules of medical confidentiality. 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 the providing this.
What We Will Do
If your initial complaint was made verbally but the practice was unable to resolve it within 24 hours, the matter will be dealt with formally.
For all formal complaints, the practice will acknowledge your complaint within 3 working days and aim to have it fully investigated and a response promptly provided. If we foresee any delay, we will explain this and advise you when we expect to finish. A member of the practice team may contact you to discuss the complaint or clarify any points. We aim to resolve complaints within 6 months.
When we investigate your complaint, will investigate the circumstances, and make it possible for you to discuss the problem with those concerned all while making sure you receive an apology if this is appropriate and take steps to make sure any problems do not arise again. You will receive a final letter setting out the result of any practice investigations.
We hope that if you have a problem, you will use our practice complaints procedure. We believed that this would give us a chance to put right whatever has gone wrong and an opportunity to improve our practice. If you do not wish to use our complaints procedure you can complain to the Commissioner of the Service (Lancashire and South Cumbria Integrated Care Board (ICB), replacing NHS England) who can be contacted at the following address:
Write to: Level 3, Christ Church Precinct, County Hall, Fishergate Hill, Preston, PR1 8XB
Telephone: 0800 032 2424
E-mail: lscicb-fw.patientexperience@nhs.net
Taking Your Complaint Further- Parliamentary and Health Service Ombudsman
If you are unhappy with the way we have handled your complaint, you can report it to the Parliamentary and Health Service Ombudsman for an independent review.
The Parliamentary and Health Service Ombudsman may investigate complaints on your behalf, but only if your complaint has already been investigated locally. There is no charge for this service and the ombudsman is completely independent of the NHS.
The Parliamentary and Health Service Ombudsman:
Millbank Tower
Millbank
London
SW1P 4QP
Telephone: 0345 015 4033 (open 8.30am to 5.30pm, Monday to Friday)
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Patient Advice and Liaison Services (PALS)
The Patient Advice and Liaison Service (PALS) is a free and confidential service for anyone who has concerns about aspects of care that you, a friend or family member has received. PALS are available to help you identify what to do, where to go and who to speak to for support.
Patient Advice and Liaison Service
Lancashire and South Cumbria NHS Foundation Trust
Spectre Point
Preston
PR5 6AW
Freephone: 0800 234 6088
Telephone: 01772 676028
Email: pals@lscft.nhs.uk
Preston Based Support Services
If you require independent advice about the complaints process, there are organisations which can help. They can support people by helping to write letters, prepare people for meetings and accompany them as well, and help people to know their options at every stage of a complaint.
Advocacy Access
Telephone: 0345 456 3210
Textphone: 07886 744 634
Fax: 0300 323 0966
Email: contact@advocacyaccess.org.uk
