Complaints

We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If a problem cannot be resolved in this way and you wish to make a complaint, we would ask our patients to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable the practice to establish what happened more easily. If it is not possible to do this, patients are advised to let us have details of their complaint:

  • Within 12 months of the incident that is the cause of the problem; or
  • Within 12 months of discovering that you have a problem

 

Complaining on behalf of someone else

Please note that we keep strictly to the rules of patient medical confidentiality. If you wish to make a complaint on behalf of someone else, we have to be assured that the complainant has the patient’s permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this. The complaints form template provides a section for the patient to provide their consent in such a case.

Process

Written complaints should be addressed to: The Practice Manager – Mrs Lesley Davis
Alternatively, a patient may ask for an appointment with the practice manager in order to discuss their concerns. The practice manager will explain the complaints procedure to them and will make sure their concerns are dealt with promptly. It will be a great help if patients are as specific as possible about any complaint.

Our Commitment to Patients

We shall acknowledge the complaint within three working days and aim to have looked into the complaint within the time scale agreed with the patient. The time taken to investigate the complaint will depend on its complexity and the number of people involved.
We shall then be in a position to offer the patient an explanation, or a meeting if that is more appropriate. When we look into a complaint, we aim to:

  • Find out what happened and what should have happened
  • Make it possible for the patient to discuss the problem with those concerned if this is their wish
  • Ensure the complaint is resolved to the patient’s satisfaction
  • Make sure the patient receives an apology, where this is appropriate
  • Identify what needs to be done to ensure the problem does not arise again

We try at all times to give you the highest standard of service, but we do appreciate that sometimes we get it wrong.  We operate a Practice complaints procedure in line with the NHS system for dealing with complaints. Our Practice complaints leaflet gives details of the procedure and is available from Reception.

At our Practice meetings we discuss and review any complaints received and take any appropriate measures to ensure we don’t make the same mistakes again.

We are always pleased to receive letters of thanks or compliments from patients and these too are communicated to the whole Practice team.

If you have any suggestions, compliments or complaints regarding the provision of services and care please don’t hesitate to contact the Practice Manager on f.mcglashan@nhs.net Alternatively, if you are not comfortable raising your complaint directly with us, you can contact the Patient Advice and Liaison Service, PALS, on 01223 216756. They also accept emails on pals@addenbrookes.nhs.uk However, we would really like to be able to address your complaint initially in a face to face meeting where often we can sort any problems out speedily. Lesley Davis, Practice Manager is always happy to book an appointment with you to speak to her about any issue.

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