LET THE PRACTICE KNOW YOUR VIEWS - PRACTICE COMPLAINTS PROCEDURE
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. Most medical care and treatment goes well, but things occasionally go wrong, and you may want to complain. So where do you start?
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
The NHS Constitution explains your rights when it comes to making a complaint. You have the right to:
- have your complaint dealt with efficiently, and properly investigated,
- know the outcome of any investigation into your complaint,
- take your complaint to the independent Parliamentary and Health Service Ombudsman if you're not satisfied with the way the NHS has dealt with your complaint,
- make a claim for judicial review if you think you've been directly affected by an unlawful act or decision of an NHS body, and
- receive compensation if you've been harmed.
HOW TO COMPLAIN
Often the quickest and easiest way to resolve a problem or receive an answer to any questions you may have is to speak to the staff member concerned.
If the issue cannot be resolved at this stage, please contact the patient support team, who will take some brief details regarding the complaint. This will be passed onto our Practice Management Team who will try to resolve the issue. (Please note that we now have a team managing the practice rather than an individual manager. The team members are Dr Rachel Preston, Nurse Nicola Webb, Iris Cheshire, and Sue Birkbeck).
If a resolution is still not possible at this stage and you would like to make a formal complaint, please let us know as soon as possible. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following time scales:
·Within12 months of the incident that caused the problem
· Within 12 months from when the complaint comes to your notice
If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and a suggestion box is located in the waiting area.
WHAT WE WILL DO:
Acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date you raised it with us.
The practice will arrange a meeting with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the time scale for this to be completed.
When the practice looks into your complaint it aims to:
·Ascertain the full circumstances of the complaint
·Make arrangements for you to discuss the problem with those concerned, if you would like this.
·Make sure you receive an apology, where this is appropriate.
·Identify what the practice can do to make sure the problem does not happen again.
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that The Lakes Medical practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
COMPLAINING TO OTHER AUTHORITIES
The Lakes Medical practice hope that if you have a problem you will use the practice Complaints Procedure. However, if you feel you cannot raise your complaint with us, please contact NHS England, who commission our service.
Tel: 0300311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
PO Box 16738
Redditch, B97 9PT
If you are not satisfied that your concerns have been resolved, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.
You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or http://www.ombudsman.org.uk or Textphone (Minicom): 0345 0154033.
ADVOCACY – HELPING YOU WITH YOUR COMPLAINT
Best Life Advocacy provided by People First Cumbria can guide and support you through the complaints process. They can help you put your complaint in writing and attend meetings with you, but they do not investigate complaints.
Tel: 03003 038 037) or www.bestlife.org.uk
CONTACTING THE CARE QUALITY COMMISSION
If you have a genuine concern about a staff member or regulated activity carried on by this practice then you can contact the Care Quality Commission on
Tel: 03000616161, or alternatively visit the following website: https://www.cqc.org.uk