Practice Complaints Procedure
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 an NHS system for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time that they arise and with the person concerned. If your complaint 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:
- Within twelve months of the incident that caused you the problem
- Within twelve months of discovering that you have a problem, provided that this is within twelve months of the incident
You can speak to any member of staff initially with your complaint. This gives you the opportunity to resolve any concern you may have without it going through a formal process. If you are unable to resolve your concern, you can make a written complaint, which should be addressed to the Practice Manager, or to any of the Doctors. It will be a great help if you are as specific as possible about your complaint as this will help us to find out what happened and what went wrong.
What we will do
We will acknowledge your complaint within three working days and aim to have looked into your complaint and respond to you as soon as we are able . We will then be in a position to offer you an explanation or a meeting with the people involved. When we look into your complaint we will aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure that you receive an apology, where this is appropriate
- Identify what we can do to make sure that the problem doesn't happen again
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 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.
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 an opportunity to improve our practice. However, if you do not wish to discuss your complaint with the practice, you should contact NHS England at the following address:
The Primary Care Complaints Team
If you have concerns about a health service provided within Southampton City please contact The Integrated Care Board (ICB) as follows:
South East Complaints Hub
NHS Frimley ICB
Aldershot Centre for Health
Further Information – The Parliamentary and Health Service Ombudsman
You also have the right to request an independent review if you feel that you cannot raise your complaint with us, Southampton City CCG or NHS England or if you are dissatisfied with the result of any investigation. If you wish to pursue this option you should contact the Parliamentary and Health Service Ombudsman at the following address:
The Parliamentary Health Service Ombudsman
Manchester M2 3HQ
- Tel: 0345 015 4033
- Visit the Ombudsman website
Their role is to investigate complaints that individuals have been treated unfairly or have received poor service from government departments and other public organisations and the NHS in England. They are a free service open to everyone.
Support with NHS Complaints Advocacy
The Advocacy people provides independent health complaints advocacy, offering you support if you have not received the service you expected from a service provided or paid for by the NHS:
The Advocacy People
PO Box 375
- Telephone: 0330 440 9000
- Text: 80800, starting the message with PEOPLE
- Contact them via the Advocacy People website
You can also visit The Carers Federation website
Charity and membership organisation POhWER provides advocacy to people who experience disability, vulnerability, distress and social exclusion. Visit the POhWER website or call 0300 4562370
Charity VoiceAbility is one of the UK’s largest providers of advocacy and involvement services. It is an Independent Complaints Advocacy Service (ICAS), which may be able to support you. This is a free, independent and confidential service that offers help and information in making a complaint about the NHS. Visit the VoiceAbility website or Telephone: 0300 3031660
Healthwatch Southampton NHS Complaints Advocacy Service, delivered by The Advocacy People, can also help resolve issues or concerns you may have about your local health services. Their service is free, confidential, and independent of the NHS:
Southampton Voluntary Services
- Telephone: 0330 440 9000
- Visit the Healthwatch Southampton website
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