Our Aim is to provide the highest level of care for all our patients. Every patient has the right to make a complaint about the treatment or care they receive at the Practice. We will investigate all complaints effectively and in conjunction with legislation and guidance. We are always willing to hear if there is any way that you think we can improve the service we provide.
Making a complaint:
We trust that most problems can be sorted 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 in writing as soon as possible after the event, giving as much detail as possible to help us establish what happened.
All complaints are investigated with the utmost confidentiality and that any documents are held separately from the patients’ medical record. A complaint must be made within 12 months of the date of the occurrence leading to complaint.
Formal complaints should be made in writing and addressed to:
The Practice Manager, Cam & Uley Family Practice, Fairmead, Cam, GL11 5NE
If you do not want to complain directly to the staff, you can request that NHS England investigates your complaint and they will contact us on your behalf:
NHS England, PO Box 16738, Redditch, B97 9PT
03003 112233
What we do next:
Our procedure is designed so that we investigate any complaints as quickly as possible. We will acknowledge receipt of a complaint within 3 working days and a full response given in 14 working days. If the matter is likely to take longer then we will keep you informed as to the progress.
When looking into a complaint we shall aim to:
- Find out what happened and why.
- Make it possible for you to discuss the issue with those concerned, if you wish to do so.
- Make sure an apology is given, if appropriate.
- Amend protocols if necessary to ensure the problem doesn’t happen again.
At the end of the investigation a full written response will be sent to you.
If your complaint involves more than one organisation ie: Hospital, Social services, we will liaise with that organisation so that you receive one co-ordinated reply. We may need your consent to do this. The final response letter will include full details of the result of your complaint and also your right to refer the matter further to the Parliamentary and Health Service Ombudsman, if you remain dissatisfied with the outcome. (Details over page)
Complaining on behalf of someone else:
Please note that we adhere to the strict rules of medical confidentiality. If you wish to complain on behalf of someone else, we require written consent from the patient concerned that they are unhappy with their treatment and someone else can deal with the complaint. Please ask reception for a Third Party Complaints Form, which the patient can sign.
Where a patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we expect that child to contact us themselves.
If you are dissatisfied with the outcome:
You have the right to escalate your complaint and approach the Parliamentary & Health Service Ombudsman.
Parliamentary and Health Service Ombudsman, 30 Millbank, London, SW1P 4QP
Tel: 0345 0154033
www.ombudsman.org.uk (online or download a form)
You may also request help, advice and advocacy Support from PALS, Healthwatch or Advocacy People, Age UK
PALS – Patient Advice and Liaison Service found at: www.gloucestershireccg.nhs.uk
email: GLCCG.enquiries@nhs.net
The local Healthwatch can be found at: www.healthwatch.co.uk
The IHCA can be contacted on: www.seap.org.uk