If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way, and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
□ Within 6 months of the incident that caused the problem, or
□ Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to Adrian Wise, practice manager. Alternatively, you may ask for an appointment with Adrian Wise in order to discuss your concerns. He will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we shall do
We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:
□ Find out what happened and what went wrong.
□ Make it possible for you to discuss the problem with those concerned, if you would like this.
□ Make sure you receive an apology, where this is appropriate.
□ Identify what we can do to make sure the problem doesn’t happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Complaining to the Healthcare Commission
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, if you remain dissatisfied with this response to your complaint you have the right to ask the Parliamentary and Health Service Ombudsman to review your case. The Parliamentary and Health Service Ombudsman is an independent body. You must request a review within six months of the date of this letter, by emailing firstname.lastname@example.org, by telephone on 0345 015 4033, or by writing to: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. You may also visit their website at www.ombudsman.org.uk
Complaints in respect of Out of Hours Primary Care Services should be addressed to:Out of Hours Service managerSolent NHS TrustAdelaide Health CentreWilliam Macleod WayMillbrookSouthamptonSO16 4XE
Complaints in respect of Andover or Winchester Hospital Services should be addressed to:Chief ExecutiveHampshire Hospitals Foundation TrustRoyal Hampshire County HospitalRomsey RoadWinchesterSO22 5DG