Comments and Complaints
The doctors and staff at the practice are interested to know what you
think about the services on offer at the surgery. Please refer to our Charter
for a guide on the services we aim to provide and a list of what we expect of
you. If you have a comment, complaint or suggestion, please do tell any member
of staff. He or she will assist you immediately or pass them on to our Practice
Manager, Mr Sharon Taylor. If you would prefer to speak to one of the doctors
or nurses this can be arranged without difficulty. You may wish to write your
views down, if you do please address them to Dr Barbara Roy, Senior Partner.
We appreciate that sometimes people do not like making comments, complaints or
suggestions, believing this might cause difficulties but we do positively
welcome your views because we want to offer only the best service possible.
We also like to hear from you when you are pleased with our service.
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,
Sharon Taylor, 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?
The PALS or complaints manager at BANES PCT can provide advice, including about
local independent complaints advocacy services and can also advise if you have a
complaint about a primary care practitioner.
The Independent Complaints Advisory Service (ICAS) provides advice and support
to people who want to complain about the NHS. Details are at
www.dh.gov.uk
Call NHS Direct on 0845 4647 or your local Citizens Advice Bureau.
