Stalbridge Surgery, Station Road, Stalbridge, Dorset, DT10 2RQ


  Contact : 01963 362363

Complaints

PATIENT COMPLAINT FORM

If you have a complaint or concern about the service you have received from the doctor or any of the personnel working in this practice, please let us know. We operate a practice complaint 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 in writing to our Practice Manager (you can use the attached form). Our Practice Manager 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 (a separate leaflet giving more detail on confidentiality is available on request). 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. A Third Party Consent Form is provided below.

WHAT WE WILL DO

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. 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

Click here for the Complaint Form

TAKING IT FURTHER

For help with your complaint, formulating it or writing it contact:

Dorset Advocacy Service
Unit 13-15
Jubilee Court
Paceycombe Way
Poundbury   DT1 3AE

Tel: 0300 343 7000
Email: nhscomplaints@dorsetadvocacy.co.uk
Website: http://www.dorsetadvocacy.co.uk/page54.html

If you are uncomfortable complaining directly to the practice, you may direct your complaint to:

NHS England
PO Box 16738
Redditch B97 9PT

Tel: 0300 311 2244
Email: England.contactus@nhs.net with ‘For the attention of the complaints manager’ in the subject line
Website: http://www.england.nhs.uk/contact-us/complaint

Parliamentary and Health Service Ombudsman

The Ombudsman will normally only take on a complaint after you have first tried to resolve the issue with the surgery and have received a response from them.

The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Website: www.ombudsman.org.uk

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