We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
If appropriate, please use the comments and suggestions page under the Contacts tab if you have any comments about the practice and suggestions as to how we can improve our service to you. If the issue constitutes an official complaint, please find information on how to do so below.
Making an official complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- Within 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.
The Practice Manager will be pleased to deal with any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person – ask to speak to the Practice Manager
In writing – some complaints may be easier to explain in writing – please give as much information as can, then send your complaint to the practice for the attention of the Practice Manager as soon as possible
What we shall do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 5 working days and aim to have looked in to your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint, we shall aim to:
- find out what happened and what went wrong
- make it possible to discuss the problem with those concerned where appropriate
- make sure you receive an apology, where necessary
- identify measures we can take to ensure the problem doesn’t happen again.
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
If the complainant is still not happy that their complaint has been dealt with satisfactorily, they should put this in writing to the Practice Manager .
The Practice Manager will then convene a meeting of the Complaints Panel which shall include the Practice Manager i.e. the Complaints Manager, a lead GP Partner as the ‘Responsible Person’ for complaints, the Nurse Lead, the Chairman of the Friends of Mount Pleasant Health Centre and the Chair of the Patient Participation Group. If it is considered appropriate, the complainant may be invited to attend this meeting.
The Practice Manager will then respond to the complainant within 7 working days, advising on the decision of the complaints panel. This decision is final.
Complaining on behalf of someone else
A complaint can be made by a patient, or anyone else who has been affected by the action, omission or decision of the practice that led to the complaint. Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A letter signed by the person concerned will be required, unless they are incapable (due to illness or age) of providing this.
This does not affect your right to approach NHS England if you feel you cannot raise your complaint with the Practice. NHS England can be contacted on:
Via telephone – 0300 311 22 33.
Via email – firstname.lastname@example.org
General Post – NHS England, PO box 16738, Redditch, B97 9PT
Website – https://www.england.nhs.uk/contact-us/
Independent Health Complaints Advocacy (IHCA)
SEAP is part of IHCA and provides free independent and confidential advocacy services. You can contact your local team by calling 0330 440 9000 or text SEAP to 80800.
You can also contact the Independent Complaints Advocacy Service (ICAS) tel: 0845 120 3782 who can assist you with making a formal complaint.
Should you continue to remain unhappy with the outcome, you can refer the matter to the Parliamentary and Health Service Ombudsman who is independent of the NHS and government tel: 0345 015 4033.