Complaints and compliments

We value patient feedback, both good and bad, as a resource to help us to improve the services we offer our patients.

Compliments

If you wish to rate us publicly, please follow the link to NHS Choices

Complaints

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 complaints procedure as part of an NHS complaints system, which meets or exceeds national criteria.

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 either verbally or in writing to the Practice Manager (click the link Complaints Leaflet to download the form). 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.  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.

WHAT WE WILL DO

We will acknowledge your complaint within 3 working days. 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 and you may wish to meet with the appropriate staff to talk through the outcome. This can be arranged.

IF YOU ARE NOT SATISFIED

We hope that if you have a problem with the service you have received, that you will use the Practice Complaints Procedure.

However, if you feel you cannot raise your complaint with us, or you wish to take the matter further, you can contact the following official body:

NHS England, PO Box 16738, Redditch, B97 9PT

england.contactus@nhs.net – FAO The Complaints Manager

0300 311 22 33 – Mon to Fri 8am to 6pm

For further help and advice about NHS complaints please click here for Dorset Advocacy.

If you prefer, you can choose to complain to any of the following organisations rather than to the practice:

Parliamentary and Health Service Ombudsman

By post: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP

By email: phso.enquiries@ombudsman.org.uk

Website: www.ombudsman.org.uk

By telephone: 0345 015 4033

Healthwatch

In person: at any Citizens Advice Bureau in Dorset, Poole or Bournemouth.
By telephone: 0300 111 0102

By post: Healthwatch Dorset, Freepost BH1902, 896 Christchurch Road, Bournemouth, BH7 6BR

By email via the webite: www.healthwatchdorset.co.uk

The Independent NHS Complaints Advocacy Service

By telephone: 0300 343 7000

Via their website: www.dorsetadvocacy.co.uk

A free confidential service that advises and supports people who are complaining about the NHS. The service is independent of the NHS and is currently provided in Dorset, Poole and Bournemouth by Dorset Advocacy.

Independent Mental Capacity Advocate (IMCA) Resource

By telephone: 0845 3891762

IMCAs are a legal safeguard for people who lack the capacity to make specific important decisions: including making decisions about where they live and about serious medical treatment options. IMCAs are mainly instructed to represent people where there is no one independent of services, such as a family member or friend, who is able to represent the person.

The Care Quality Commission

By phone: 03000 616161

Via their website: www.cqc.org.uk

You can contact the CQC if you are unhappy with a service even when you don’t want to make a complaint.