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Complaints

How to complain Complaints leaflet

Patient Complaint Process Notice

Hama Medical Centre

 

COMPLAINTS PROCEDURE 

If you have a complaint or concern about the service you have received from the doctors 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 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 the Practice Manager (ask at reception for a form) or by email to julie.thurlby@nhs.net. The 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. 

Patients, carers or relatives that do make a complaint will not be discriminated against in anyway, nor will they be treated adversely as a result of having complained. 

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 available at reception.

 

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.

 

TAKING IT FURTHER 

We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practices. But this does not affect your right to approach NHS England directly, if you feel you cannot raise your complaint with us. 

By post

NHS England

Customer Contact Centre

 

PO Box 16738

Redditch

B97 9PT

 

By email


england.contactus@nhs.net

 

By telephone


0300 311 22 33

 

OR

By post

Patient Experience Team

Greater Nottingham Clinical Commissioning Partnership

 

Standard Court

1 Park Row

Nottingham

NG1 6GN

 

By email


ncccg.patientexperience@nhs.net

 

By telephone


0115 8839570

 

NHS Advocacy Service 

There is also the NHS Complaints Advocacy Service. This service is an independent service offering support and guidance to patients who wish to raise a concern or complaint about the service or care a person has received. The Advocacy Service will assist you in making a complaint if you feel unable to make a complaint directly to the practice or NHS England. 

The service is free, independent and confidential and all advocates work within the NHS complaints regulations. 

If you would like the support of the NHS Advocacy Service, their contact details are:

Telephone

 

Minicom

Text


0300 020 0093

 

0300 456 2364

Send the word “pohwer” with your name and contact number to

81025


Email

 

Fax

 

Skype

Post

 

Website 

yourvoiceyourchoice@pohwer.net

 

0300 456 2365

 

pohwer.advocacy (8am to 6pm Monday to Friday)

 

POhWER

 

PO Box 14043

Birmingham

B6 9BL

www.pohwer.net

 

The Parliamentary and Health Service Ombudsman 

If you remain dissatisfied with the response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case. This should be done within 12 months of receipt of your final response letter. The PHSO is an independent body and is not part of the NHS or Government, although their powers are set down in law. They will only investigate a complaint after the NHS service provider has had a chance to try and sort it out.

 

By post 

Millbank Tower

Millbank

 

London

SW1P 4QP

 

By email 

phso.enquiries@ombudsman.org.uk

 

Telephone 

0345 015 4033

 

The practice Complaints Manager is Julie Thurlby (Practice Manager)

julie.thurlby@nhs.net

 

Reviewed October 2018 by Practice Manager

Next review: October 2020 or sooner



 
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