We appreciate that sometimes we get things wrong and when this happens we are keen to put things right. Often we are able to support and resolve a complaint quickly just by having a discussion at the Practice. There may be occasions where you wish to raise a formal complaint – this may by a letter, e-mail or completing one of our Patient Feedback form available from our Reception Desk.
RESPONDING TO FEEDBACK
We will acknowledge receipt of any complaints as quickly as we can and always within 3 working days. We will then, once investigated respond to you within a reasonable time depending on the nature of the feedback.
Our General Manager will take responsibility for responding to complaints on behalf of the Practice and will seek advice from the GP Partners if required or if detailed clinical input is needed.
NOT SATISFIED WITH THE RESPONSE?
We are keen to resolve complaints at a local level. Sometimes, you may not be happy with the response from the Practice or may want additional information.
In these situations, we are likely to offer a ‘Local resolution meeting’ normally with the General Manager and a GP Partner - this enables us to engage in active conversation and answer any further concerns or challenges and being able to sometimes offer more context than we can when completing a written response. You may request to be supported by the local Advocacy Service who can offer assistance to help you through the complaints process.
THE PARLIAMENTARY AND HEALTH SERVICE OMBUDSMAN
If you are ultimately unhappy with the Practice final response and wish to escalate the complaint further, it would be the role of the Parliamentary and Health Service Ombudsman to support this.
The Parliamentary and Health Service Ombudsman, Millbank Tower Millbank London SW1P4QP