COMPLAINTS PROCEDURE

At Elm Hayes Surgery we try to offer the best possible treatment and care.

You can help us improve the quality of our services by making constructive comments and suggestions.

If you are unhappy with the treatment or service you have received from the NHS you are entitled to make a complaint, have it considered, and receive a response from the NHS organisation or primary care practitioner concerned.

A Patient Advice and Liaison Service (PALS) has been established in every NHS Trust and PCT. PALS are not not of the complaints procedure itself but they might be able to resolve your concerns informally or can tell you more about the complaints procedure and independent complaints advocacy services.

The BANES PALS Officer is Pippa Darcy who can be contacted in writing at The Royal United Hospital, Combe Park, Bath, BA1 3NG or by telephone on 01225 825656.

Local Resolution

The NHS complaints procedure covers complaints made by a person about any matter connected with the provision of NHS services by NHS organisations or primary care practitioners (GPs, dentists, opticians and pharmacists).

Who can complain?

A complaint can be made by a patient or person affected or likely to be affected by the actions or decisions of an NHS organisation or primary care practitioner. A complaint can also be made by someone acting on behalf of the patient or person, with their consent.

What is the time limit for making a complaint?

You should normally complain within 6 months of the event(s) concerned or within 6 months of becoming aware that you have something to complain about. Primary care practitioners and complaints managers in NHS organisations have discretion to wait this time limit if there are good reasons why you could not complain earlier.

To whom should I complain initially?

The first stage of the NHS complaints procedure is “Local Resolution”. Your complaint should be made in the first instance to the complaints manager, Richard Blunden, who is the Practice Manager of the Surgery. Local resolution aims to resolve complaints quickly and as close to the source of the complaint as possible using the most appropriate means.

You can also raise your concerns immediately by speaking to a member of staff or someone else, eg the PALS. They may be able to resolve your concerns without the need to make a more formal complaint.

However, if you do wish to continue with your complaint you can do this orally or by writing to the Practice Manager. If you make a complaint orally a written record should be made by the complaints manager.

You should receive a response from the Practice Manager within 10 working days. You should be kept informed of progress if this is not going to happen.

Independent Review

If you are unhappy with the response to your complaint, including a complaint you can ask the Healthcare Commission for an “Independent Review” of your case. The Healthcare Commission is an independent body established to promote improvements in healthcare. You can contact the commission at:

Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester
M1 9XZ

Tel: 0845 601 3012

e-mail: complaints@healthcarecommission.org.uk
website: www.healthcarecommission.org.uk

The Health Service Ombudsman

If you remain unhappy after local resolution and independent review then you can complain to the Health Service Ombudsman at:

Millbank Tower
Millbank
London
SW1P 4QP

e-mail: OHSC.Enquiries@ombudsman.gsi.gov.uk
website: www.ombudsman.org.uk

Where can I get further advice and help?