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Complaints Procedure

THE HERSCHEL MEDICAL CENTRE


PRACTICE COMPLAINTS PROCEDURE


 


All complaints, whether clinical or administrative, are taken seriously.


 


WHO TO COMPLAIN TO


 


The complaint should be directed to The Complaints Manager or deputy in writing as soon as possible.


The Complaints Manager, or Deputy will see the complainant privately if it is possible at the time.


 


If the complaint is received over the telephone, that call is put through to the Complaints Manager or the  deputy. If they are unable to take the call, a message will be taken asking for a call back to the parties involved.


 


Independent Options


The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP


Ring the complaints Helpline 0345 015 4033


Or email phso.enquiries@ombudsman.org.uk Or fax us on 0300 061 4000


The Helpline is open 8:30am to 5:30pm Monday to Friday.


 


TIME FRAME


 


Complaints should be made in writing or verbally within 12 months of the incident or within 12 months of discovering a problem has arisen in respect of a particular incident.


 


If a complaint is received in writing, the Complaints Manger or deputy will send a letter of acknowledgement within 3 working days informing them that their complaint is being dealt with. A letter detailing the outcome of the investigation will follow within 10 working days. In the event of the investigation taking longer than the 10 day period the patient will be informed of the delay with a new estimated date of completion.


 


If the patient is not satisfied with the outcome of the complaint they have the right to pursue the matter further with the NHS Ombudsman and they may request an independent review within 28 days.


 


 


PROCEDURE


 


When a complaint is received, staff are to log the complaint onto a complaints form making a note of the following.


 


Nature of the complaint i.e. clinical or administrative


Details of Complaint


Time and Date of complaint


Whom the complaint is against


 


Check that the consent of the patient has been obtained if a third party is acting on their behalf. The completed form is to be submitted to the Complaints Manager or her deputy without delay.


 


The Complaints Manager or Practice Manager will interview all members of staff involved to establish the facts.


 


If appropriate a meeting will be held with the complainant, Partners and staff making sure that the details are recorded.


 


The Complaints Manager or Deputy will make a factual report and record all findings in the complaints file.


.


 Corrective action including disciplinary and or training will be taken if necessary against the member of staff.


 


If the matter cannot be resolved with the practice it must be referred to the NHS Ombudsman.


 


Reassure the patient that all complaints will be treated as private and confidential and that the Practice will continue to meet its obligation to provide ongoing healthcare irrespective of any complaint against them.


 


Key Personnel:


Complaints Manager   – Shabnum Sadiq


Staff Deputy –                  -Josephine Pollard/April Mott


 


Senior Partner / Responsible Person – Dr Roderic Clark


Deputy – Dr Raj Bhargava


 


 Learning Drive & Improvements


Initial review on the complaint is reviewed at the weekly clinical practice meeting and for non clinical complaints at administration  meeting.


 


Quarterly significant event meetings are used to review significant complaints and allows for improvement / re design of processes.


 


 



 
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