Complaints

We always try to give you the best service possible, but there may be times when you feel this has not happened.

Please note that our GP Practice keeps strictly to the rules of medical confidentiality. If you are raising a complaint on behalf of someone else, we need to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this due to illness or disability.

If you have a complaint about the service you have received from our practice, please let us know. We operate a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. Please be assured that if you make a complaint, it is our policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support because of your complaint.

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this time, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If we have not been able to resolve your problem and you wish to make a formal complaint please let us know as soon as possible, ideally within a few days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

We ask that all complaints be put in writing and emailed to (nnccg.y05690@nhs.net) or posted to the practice (Portland Street, Ashfield Health Village, Kirkby-in-Ashfield, Nottingham, NG17 7AE). If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6 months of the incident that caused the problem

OR

Within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within 40 working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:

• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again

Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

How do I make a complaint?

If you wish to complain please contact the Practice Manager either in person, by phone or in writing.

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the time frame specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Sir John Robinson House

Sir John Robinson Way

Arnold

Nottingham

NG5 6DA

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

However, please note, patients cannot raise the same complaint with the practice and ICB.

Is there a time limit?

A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.

Please remember, the quicker you complain, the easier it will be to investigate the facts.

If you are not satisfied with the outcome?

You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.

For more information see their website www.ombudsman.org.uk

Other useful contacts

POhWER, NHS Complaints Advocacy, on 0300 456 2370.  For more information see their website www.pohwer.net