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All of the doctors, nurses and other staff working in this practice will make every effort to provide patients and carers with the best possible treatment. We would like to know what you think about our services generally and what suggestions you have for improvements. We are also pleased to hear about and pass on your praise and comments to the staff who work in the Surgery.
However, we also want to hear from you when you feel that we have not provided a good service or when things have gone wrong.
Patient Advice and Liaison Service (PALS)
If you have any concerns or suggestions, need advice or don't know what to do next, please ask to speak to the Practice Manager, the local PALS representative, Keith Holden. He will be happy to discuss your concerns and provide information about local health services and other agencies. If you would prefer to deal with the matter by telephone or letter, the details are as follows:
The Practice Manager
Stalbridge Surgery
Station Road
Stalbridge
Sturminster Newton
DT10 2RQ
Telephone: 01963 362363
Independent Complaints Advocacy Service
You may prefer to speak with someone not directly involved with the Surgery for advice or help. There is now an independent service, called the Independent Complaints Advocacy Service (ICAS) which will help you to address any concerns you have with local health services. They can be contacted on:
0845 120 3782
Website: http://www.adviceguide.org/health
If you wish to complain
Sometimes you may feel that you want to make a complaint or have your concerns investigated in more detail. Please do so. We will always deal with your complaints positively and they can often help us to improve our service.
Who can complain?
Anyone who is receiving, or has received treatment or services provided by the Surgery. If you are unable to complain yourself then a friend or relative, with your permission, can complain on your behalf.
How do I complain?
First of all you should talk about your concerns with the doctor or nurse providing your care. In many cases they will be able to sort out the problems straight away.
However, if this doesn't help or you wish to make a more formal complaint, please speak to the practice Manager or put your complaint in writing to the address shown above.
Please make your complaint as soon as possible so that all the details of the incident are still clear. We will not normally be able to investigate any incident which is more than twelve months old.
How will my complaint be dealt with?
Your complaint will be investigated by the Surgery as quickly as possible. This local investigation of your complaint is called Local Resolution. They may need to contact other staff to find out what has happened, and decide what action is required to resolve your complaint. Any information obtained about you will always be kept confidential.
If the complaint can be dealt with in writing you should expect a full written reply within ten days. if there is a delay you will be informed of the reasons and how things are progressing.
Sometimes, you may be invited to meet with a member of staff from the Surgery. An independent conciliator may be asked, with your agreement, to assist in helping you and the Surgery to resolve the complaint.
What if Local Resolution is unsuccessful?
The Surgery will make every effort to address your complaint as part of this Local Resolution.
If the Local Resolution response to your complaint does not solve your problems or concerns, you can ask the Healthcare Commission to consider taking it to Independent Review.
The Healthcare Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services.
The Healthcare Commission can be contacted at:
Healthcare Commission
Complaints Team
Peter House
Oxford Street
Manchester M1 5AN
Telephone: 0845 6013 012
What if I am still dissatisfied?
If you are still dissatisfied after the Independent Review Panel's report, you can ask the Health Service Commissioner, the Ombudsman, to investigate your complaint. The Ombudsman is completely independent. However, the Ombudsman is not obliged to investigate every complaint received and will not normally review a complaint until it has been through the Local resolution and Independent Review Panel procedures.
The Health Service Ombudsman
11th Floor
Millbank Tower
London
SW1P 4QP
Telephone: 0845 015 4033
Useful Links
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