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.

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, Dr Hynam 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.

Alternative contacts

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 0300 311 22 33.

The Independent Complaints Advocacy Service (ICAS) tel: 0845 120 3782 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.