Patient complaint procedure
PATIENT COMPLAINT PROCEDURE
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. We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.
WHO TO WRITE TO
Please address your letters to the Practice Managers, Louise Bowers and Sue Bonner at
The Mill Medical Practice, Catteshall Mill, Catteshall Road, Godalming Surrey GU7 1JW. Telephone 01483 239 903 or via the practice website www.themillmedicalpractice.co.uk under practice-information/suggestions-comments-and-complaints
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 so AS SOON AS POSSIBLE - ideally within a matter of a few days. 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. He/she will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). 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 providing this. A Third Party Consent Form is provided below.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations.
TAKING IT FURTHER
If you remain dissatisfied with the outcome you may refer the matter to NHS Frimley ICB, who commission local health services, or if you are still not satisfied by their response, the next step would be to contact the Parliamentary and Health Service Ombudsman (PHSO) to review how the complaint has been handled.
Complaints to NHS England
If a complainant has concerns relating to a directly commissioned service by NHS England, then the first step is, where appropriate, for complaints and concerns to be resolved on the spot with their local service provider. This is called by NHS England ‘informal complaint resolution’ and is in line with the recommendations of the Complaints Regulations of 2009.
If it is not appropriate to raise a concern informally or where informal resolution fails to achieve a satisfactory outcome, the complainant has the right to raise a formal complaint with either the service provider or NHS Frimley ICB..
A complaint or concern can be received by mail, electronically or by telephone via these details;
By telephone: 0300 561 0290
By email: firstname.lastname@example.org
By post: South East Complaints Hub, NHS Frimley ICB, Aldershot Centre for Health. Hospital Hill, Aldershot, Hampshire GU11 1AY
The Parliamentary and Health Service Ombudsman
Tel 0345 0154033
If you are not happy with the Ombudsman’s decision, then you can appeal directly to the PHSO, and details of this process can be found on their website;
Once the Ombudsman or one of their senior staff has considered the complaint and sent a response, their decision is final. Unless you raise any new issues that they consider significant to the complaint, they will not send further replies (but will still acknowledge further correspondence).