Author: Pepper, Nicola

Kingsway
Medical Centre
Complaints
Procedure

HOW TO COMPLAIN
We hope that any problems can be dealt with as they arise, but if you wish to make an official complaint, you can do so in writing to the Practice Manager
Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns in person before deciding if an official written complaint is warranted.
Nicky Pepper, Practice Manager.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We have strict rules regarding medical confidentiality. If you are complaining on behalf of someone else, we would need their written permission to investigate their complaint, unless they are physically or mentally incapable.

WHAT WE WILL DO
Official complaints received in writing shall be acknowledged within two working days and we aim to have your complaint investigated within ten working days of receipt. When we look into your complaint, we shall :
Determine what happened and understand the reason for your complaint
Determine if there was a breakdown in the services we provide
Offer the opportunity to discuss the issue with those involved, if you agree
Make sure you receive an apology where appropriate
Identify and implement improvements that can be made to our services
Inform you of our investigation results
We will feedback our findings to you.
IF YOU ARE STILL UNHAPPY
We hope that our Complaints Procedure will lead to an acceptable resolution of your complaint and that if something has gone wrong, we as a practice can learn and improve by it for all our patients. However, if at the end of the process, you are still unhappy, you are within your rights to take the complaint further to an outside agency, (contact details over the page).

Support to residents of the North East is available from the North East ICA (Independent Complaints Advocacy) who can be contacted on 0808 802 3000.
Local Healthwatch Local Healthwatch supports individuals by providing information about access to services and choice to help enable people to take more control of their own health, treatment and care and understand and use the choices available to them.
Healthwatch Hartlepool and Healthwatch Stockton-on-Tees Hartlepool For information & advice call: 01429 262641 Stockton-on-Tees For general enquiries call: 01642 688312 For information and advice call: 0808 1729559
NHS England NHS England is the commissioner of primary care services
Tel: 0300 311 22 33 NHS England, PO Box 16738, Redditch, B97 9PT
If, however, you remain unhappy after your complaint has been addressed, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to review your complaint. You should do this within twelve months from the date on which the subject matter of the complaint occurred.
The PHSO can be contacted:
Helpline : 0345 015 4033 In writing: Ombudsman at Millbank Tower, Millbank, London, SW1P 4QP
Further information about the Ombudsman is also available on their website www.ombudsman.org.uk

Reviewed by a Member of the Patient Participation Group March 2016

Reviewed by a Member of the Patient Participation Group March 2016