If you have a complaint or concern about the service you have received from the Doctors or any of the staff working in this Practice, please let us know. We operate a Practice complaints procedure as part of a National Health Service system for dealing with complaints. Our complaints system meets national criteria.
New regulations were introduced in 2009 as follows
On the back of these regulations our policy/procedure is as follows:
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:
Complaints should be addressed to Debbie Perkins, our Organisational Manager who is responsible for handing all complaints. Alternatively, you may ask for an appointment with her in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. These can be put in writing to our practice address, taken over the telephone or emailed to firstname.lastname@example.org. It is a great help if you can be as specific as possible about your complaint.
Under regulations introduced in April 2009 you can, if you prefer, or if you do not feel your complaint has been dealt with satisfactorily at Practice level, either write directly to NHS England, PO Box 16738, Redditch, B97 9PT, or telephone on 0300 311 22 33 (Mon to Fri 8am to 6pm, excluding English Bank Holidays), or electronically by using the commissioning board’s email address email@example.com
We also have a downloadable complaints leaflet.
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. If the complaint is complicated things may take a bit longer but we will of course keep you advised. 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:
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 their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
If you require assistance in making your complaint to the Practice, an independent Complaints Advocacy Service is available for Brighton & Hove called 'Impetus'.
Their website is http://www.bh-impetus.org/projects/independent-complaints-advocacy-service-icas/
Their address is 1st Floor, Intergen House, 65-67 Western Road, Hove, BN3 2JQ, telephone number 01273 229 002 and email address firstname.lastname@example.org
Impetus are a local branch of the Independent Complaints Advocacy Service which has a contract with the NHS to help people who wish to bring a complaint about any part of the NHS.
If your complaint can not be satisfactorily resolved through the above process, you have the right to take the matter to the Health Services Ombudsman.
You can contact the Ombudsman by post at
The Parliamentary and Health service Ombudsman
by telephone on 0345 015 4033
or by email on email@example.com
or see the website at http://www.ombudsman.org.uk/about-us/contact-us
We clearly always welcome compliments and share these with all staff when received. We also welcome any construction suggestions as to how we can improve any aspects of how service.
Please let us have these either via email, letter or in person at Reception. We also have a ‘Suggestions box’ in the main reception area with cards to complete and do feel free to use this as often as you wish!