Comments, Complaints and Suggestions

We aim to offer a friendly, personal, comprehensive and high standard of family health care to all our patients. We always welcome your feedback and value your comments and suggestions. Please get in touch via our online form, or by telephone and let us know your thoughts. We endeavour to listen to your comments and act appropriately on the constructive feedback to deliver the best for you and your family.

Please keep in mind that it is also nice to receive positive comments about the practice.

Please see “How to complain” and the timeline from the full policy below:

Complaints Procedure Policy

We have a robust complaints procedure, which is summarised here. If you wish to make a complaint you can do so verbally to any member of staff, in writing to the practice manager or email: hylton.medical@nhs.net

The Practice follows 6 principles when dealing with complaints:

  1. Getting it right
  2. Being open and accountable
  3. Putting things right
  4. Being customer focused
  5. Acting fairly & proportionately
  6. Seeking continuous improvements

There are four parts to the complaints procedure. Our complaints procedure is based on these four parts:

  1. The Initial Stage
  2. The Investigation
  3. The Informal Meeting/Written Explanation
  4. Follow-up and Conclusion

There is a dedicated member of staff who is the complaints lead and ensures the complaints process is followed in a timely fashion.

The Practice Manager has overall responsibility for the complaints system.

A Complaint – The Investigation

Presuming that the practice complaints procedure is to be used, the complainant needs to be assured that the Practice will:

  1. deal with matters promptly – the aim being to complete enquiries within 14 days, with a maximum of four weeks.
  2. undertake a detailed investigation.
  3. offer a meeting to discuss the outcome of the investigation if appropriate.
  4. advise the complainant that they may bring a ‘friend’ to the meeting.
  5. inform the complainant if there appear to be any delays or problems.

A Complaint – Informal Meeting/Written Explanation

If there is an informal meeting, the practice should reassure the complainant that:

  1. the matter has been taken seriously
  2. the complaint has been fully investigated
  3. they will receive a detailed explanation
  4. they will receive an appropriate apology if necessary, but will always receive a statement of regret that the incident has occurred

A Complaint – The Follow-up

The action taken is entered in our complaints log and a record of any relevant meeting/s and/or a copy of the letter sent is kept in the complaints file in case further action results.

Learning from Complaints and Patient Feedback

Complaints and patient feedback logs are regularly reviewed in the Clinical Governance and Audit meetings to:

  1. Determine whether any audits are required as a result
  2. Determine whether and process needs to be reviewed
  3. Determine how to measure the effectiveness of any changes already implemented

Sharing of learning and actions from complaints

The information from the annual complaints audit and the anonymised summary of learning & action points from complaints will be shared via the next practice training session and there will be a multi-disciplinary discussion.

If the complainant is not satisfied, they should be alerted to their right (under the practice complaints procedure) to take the matter to the Parliamentary and Health Service Ombudsman which is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services.

You can contact the Parliamentary and Health Service Ombudsman on 0345 015 4033 or write to them at:

Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London
SW1P 4QP

A conciliation service, Independent Complaints advocacy Service (ICAS) – Telephone 01823 275037