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
DUTY OF CANDOUR
From the 1st April 2018 we will anonymously publish the nature of any complaints or significant events we receive and the outcome and learning points we obtain from these.
TAKING IT FURTHER
For help with your complaint, formulating it or writing it contact:
Dorset Advocacy Service
Poundbury DT1 3AE
If you are uncomfortable complaining directly to the practice, you may direct your complaint to:
PO Box 16738
Redditch B97 9PT
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
London SW1P 4QP
Tel: 0345 015 4033