Complaints

Our aim is to provide the highest level of care for all our patients.  We are always willing to hear if there is any way that you think that we can improve the service we provide.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know. 

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. 

Mrs N Riley , Practice Manager [Tel: 01284 725550] will be pleased to deal with any complaint.  She will explain the procedure to you and make sure that your concerns are dealt with promptly.   You can make your complaint in person or in writing.

If you wish to submit a complaint in writing please give as much information as you can, then send your complaint to the practice for the attention of  Mrs N Riley as soon as possible

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 25 working days of the date when you raised it with us.  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:

  • find out what happened and what went wrong,
  • make it possible for you to discuss the problem with those concerned, 
  • make sure you receive an apology, where appropriate and
  • identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Complaining on behalf of someone else

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 his or her permission to do so.  A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Further written information is available on the complaints procedure from reception.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. 

However this does not affect your right to approach the local Primary Care Trust if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint.   The Patient Advice and Liaison Service based at Hounslow PCT provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.

Patient Advice and Liaison Services (PALS)

Telephone Tel: 01284 713000 (West Suffolk Hospital switchboard)

You can talk to PALS who provide confidential advice and support to patients, families and their carers, and can provide information on the NHS and health related matters.

Care Quality Commission

The Care Quality Commission is the independent regulator of health and social care in England. Their website contains additional information for managing a complaint.

You can contact them on Telephone 03000 616161, or write to them at:

Care Quality Commission National Correspondence
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA

Website address: www.cqc.org.uk

Ombudsman

If you remain unhappy with the outcome of your complaint or the way it has been handled after the local resolution stage you have the right to take your complaint to the Parliamentary and Health Services Ombudsman (PHSO).

Since April 2009, the PHSO has provided a service to people who want to complain about the NHS and have taken over as the second stage of the NHS procedure.Up Arrow