HOW TO MAKE A COMPLAINT & THE COMPLAINTS PROCEDURE
OUR SERVICE TO PATIENTS
Dr Freeman and Partners (Oulton Medical Centre and Marsh Street Surgery) are committed to providing a high quality service to our patients. Although most of our patients and carers are happy with the service they receive from us, we understand that at times this may not always be achieved which may lead patients, carers or their relatives feeling dissatisfied. At any time that things go wrong, please let us know so we can investigate and improve our services.
If at all possible, please speak to any member of staff about an incident, issue or dissatisfaction as soon as possible. There are times that issues can be dealt with quickly and resolved to your satisfaction without the need to complain.
WHO CAN COMPLAIN?
All patients registered at the practice can make a complaint informally or formally in writing. At times, patients feel unable to do this themselves and may wish a relative or carer to complain on their behalf. Permission must be provided in writing before the practice can pursue the complaint on a patient’s behalf to ensure confidentiality is maintained.
TO MAKE A COMPLAINT AND CONTACTING US
* Ask to speak to one of the supervisors working that day. We would encourage all patients to discuss any concerns first to try and resolve any issues quickly.
* Ask at reception for a Complaints Form and write to the Practice Manager:
Oulton Medical Centre
* Download a complaint form below and send it to firstname.lastname@example.org
HOW LONG DO I HAVE TO MAKE A COMPLAINT?
All complaint should be made as soon as possible. However, should you decide to complain at a later stage, complaints can be made within 12 months of the event. Should a complaint be raised after 12 months, it is at the discretion of the practice to investigate your concerns after this time.
HOW WE INVESTIGATE COMPLAINTS
If you wish to raise your concern verbally and do not wish to make a formal complaint requiring a written response, a Supervisor will try to speak to you as soon as possible. We will listen to your concerns and try to resolve the matter to your satisfaction.
Should you wish for put your complaint in writing, we will acknowledge your complaint within 2 working days of receipt to inform you that your complaint has been received and investigated.
The Practice Manager will investigate all incidents with the complaints lead GP. The practice will then aim to investigate and respond in writing with a full explanation within 10 working days. Should a response require longer, you will be notified in writing.
IF YOU DO NOT FEEL SATISFIED WITH OUR RESPONSE
We will make every effort to try and resolve the complaint to your satisfaction. However, you may wish to ask the Independent Complaints Advocacy Service (ICAS) for independent, free advice and information, support or representation with your complaint about NHS treatment. You can contact them on: 08088023000
If you are not happy with our response, please let us know as soon as possible to arrange a meeting or investigate further. You may wish to contact the parliamentary and Health Service Ombudsman for help on: 03450154033 or visit www.ombudsman.org.uk
The practice continually reviews and makes changes to the services that we provide to our patients. All complaints will consider any improvements to be made to avoid repeated incidents or dissatisfaction with the care, treatment and services we provide to our patients.