Patient Complaints Procedure

If you have a complaint or concern about the service you have received from the doctors or any staff working in this practice, please let us know. We operate a practice complaints procedure as part of an NHS system of dealing with complaints.

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 most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that please let us have details of your complaint within 12 months of the incident that caused the problem or within 12 months of discovering that you have a problem.

What shall we do

If your initial complaint was made verbally, but was unable to be resolved within one day, then the Practice Manager will put your complaint in writing as an acknowledgement of your complaint and send this on to you within 3 working days.

If your complaint was made in writing or electronically or by fax, and not resolved within 1 working day, it will be acknowledged by the practice within 3 working days, in writing.

For all formal complaints we will acknowledge receipt within 3 working days, this may be by telephone. This will enable us to discuss the complaint with you and clarify any points. It will also enable us to agree with you a timescale to respond. This may vary dependent on the amount of investigation required but we aim to have looked into the matter within 10 working days. If the matter is likely to take longer than this we will let you know and keep you informed as the investigation progresses.

We shall then investigate your complaint, and by doing so, we shall aim to:
• Find out what happened and what went wrong
• Make it possible 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 we can do to make sure the problem doesn’t happen again.

The findings of the investigation will be provided to you in writing. Where your complaint involves more than one organisation we will liaise with that organisation so that you receive on co-ordinated reply. We may need your consent to do this.

If you remain unhappy with the outcome, you are entitled to take your complaint to the Health Service Ombudsman.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed unless they are incapable of doing this.

We hope that, if you have a problem you will use our practice complaints procedure. We believe that this will 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 via NHS England who can be contacted at the following address.

NHS England
PO Box 16738
Redditch
B97 9PT
Telephone: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
Email: england.contactus@nhs.net

Taking your complaint further

If you feel after our investigation and conclusion, that you are not happy with the outcome you are entitled to contact the Parliamentary Health Service Ombudsman who will consider your complaint further.
They can be contacted at;

Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP
Telephone : 0345 015 4033

Patient Advice and Liaison Services (PALS)

The PALS is based at Midlands and Lancashire CSU and can provide confidential advice and support helping you sort out any concerns you have about the care provided. The Patient Advice and Liaison Services, they can be contacted by telephone or by writing to

Customer Care Team
Lancashire Commissioning Support Unit
Jubilee House
Lancashire Enterprise Business Park
Centurion Way
Leyland
PR26 6TR
Freephone: 0800 032 24 24
Email: mlcsu.customercarelancashire@nhs.net

ICAS

ICAS stands for the Independent Complaints Advocacy Service. It is a free and confidential service that is independent of the NHS and tailored to individual patient need. ICAS cab give you advice on how to make a complaint, support you and help you in drafting letters, and attend meetings with you.
ICAS can be contacted at: 0300 456 8350 (North West Area)

Preston Advocacy Services

The advocacy services can also provide help and support to patients who wish to complain.

Preston Business Centre
Watling Street Road
Fulwood
Preston

Telephone: 01772 524469