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General
Information
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COMMENTS AND
COMPLAINTS
Practice Complaints Procedure
If you have a complaint or concern about any
aspect of the service you have received from
us, please let us know.
We operate a practice complaints procedure as
part of an NHS system for dealing with
complaints. Our complaints procedure meets
national criteria.
How to complain
We hope that most complaints can be sorted out
quickly and easily, often with the person
concerned at the time they arise. If your
problem cannot be sorted out this way and you
wish to make a complaint, please let us know as
soon as possible - ideally within a few days -
because this will enable us to establish what
happened more easily.
If this is not possible, please let us have
details of your complaint:
Within 12 months of the incident that
caused the problem, or
Within 12 months of discovering the
problem.
Complaints should be addressed to the
Practice Manager, or any of the doctors.
If you would like help or support making your
complaint, you can contact the Independent
Complaints Advocacy Service (ICAS) for advice.
For further details, contact them on 0845 600
8616, or ask for a leaflet at Reception.
What we will do next
We will acknowledge your complaint within two
working days of receiving it, or as soon as we
can if this is not possible. We aim to have
looked into your complaint, and to report back
to you within 10 working days of the date we
received it. If it takes longer than this, we
will let you know.
When we look into your complaint, we will aim
to:
Find out what happened
Arrange for you to discuss the problem
with us if you would like to
Make sure you receive an apology if this
is appropriate
Identify if we need to change anything in
the way we work to make sure it doesn't
happen again.
Complaining on behalf of someone
else
If you make a complaint on behalf of someone
else, we have to know that you have their
permission to do so. Their written permission
will normally be required.
Complaining to the PCT
If you prefer, you may address your complaint
to NHS Hampshire. You can contact them on 02380
627600, or write to them at:
Comments and Complaints Unit, NHS Hampshire,
Headquarters, Omega House, 112 Southampton
Road, Eastleigh, SO50 5PB
If you are not satisfied
If you are not satisfied with our response to
your complaint, you have the right to ask the
Healthcare Commission to review your case. The
Healthcare Commission is an independent body
established to promote improvements in
healthcare through the assessment of the
performance of those who provide service.
You can contact them on 0845 6013012, or write
to them at:
Healthcare Commission (Complaints Team)
Peter House, Oxford Street, Manchester, M1
5AN
www.healthcarecommission.org.uk
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