If you have a comment, compliment, complaint or concern about the services you have received from any of the staff working in this practice, please let us know. We operate a practice based complaints procedure as part of the NHS procedure for dealing with complaints. We take comments, complaints and concerns very seriously and will endeavour to deal with any issues efficiently and effectively.
We operate a practice complaints procedure as part of an NHS system for dealing with complaints.
You can write to the Practice Manager with details of your complaint or ask to see the Practice Manager, or the person responsible for complaints, in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with confidentially, promptly and thoroughly. Where a complaint is taken verbally an account of the issues raised will be documented and a copy sent to the person making the complaint to check for accuracy.
Your complaint will be formally acknowledged within 3 working days. An investigation plan will be agreed with the complainant, including:
Your complaint will then be thoroughly investigated and a response produced which should address all of the issues raised.
This process is known as Local Resolution.
We aim to assess your concerns promptly and resolve them quickly if possible. To do this we will work with you to:
The practice adopts the following 6 principles when handling complaints:
Any person who receives or has received our services or a person acting on their behalf (if patient consent has been received).
If you are complaining on behalf of someone else, we do need to know that it is appropriate for you to do so and a form will need to be completed.
A complaint should be made as soon as possible after an event and not more than 12 months after the event occurred or the date that the patient was aware of the event. The time limit can be extended if there are good grounds for not making the complaint earlier and it is still possible to investigate it fairly and effectively.
If following the local resolution process you remain dissatisfied with the outcome, you have the right to refer your complaint to a one stage independent review process, conducted by the Parliamentary and Health Services Ombudsman.
If you need any help the Independent Complaints Advocacy Service (ICAS) will be glad to advise and support you. ICAS is an independent body which represents the views of users of the health service. They are able to give advice, information and support to complainants throughout these procedures.
If you do not wish to complain, but just want help and advice or have concerns, you can contact PALS to discuss any queries about the NHS. PALS provide support to patients, carers and relatives, representing their views and resolving local difficulties on-the-spot by working in partnership with NHS staff. The service aims to:
You can contact PALS on freephone: 0800 032 0202.
Lane End Surgery
2 Manor Walk
Tel: 0191 2665246
Independent Complaints Advocacy Service
The Executive Centre Newcastle
Tel: 0808 802 3000
The Parliamentary and Health Service Ombudsman