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 the NHS system for dealing with complaints.

 

How to complain?

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.  You may still complain up to 12 months after the incident occurs or even longer if there are good reasons for not complaining earlier, and provided it is still possible to investigate matters effectively and fairly.

Complaints should be addressed to the Practice Manager, Julianne Page or Dr Penny Mileham, (Partner responsible for complaints). Alternatively you may ask for an appointment with the Practice Manager in order to discuss your concerns.  She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.  Please help by being as specific as possible about your complaint.

 

What we shall do?

We shall acknowledge your written complaint within three working days and aim to have looked into your complaint within a reasonable timeframe, which is generally dictated by the availability of the personnel and other agencies involved to respond. We should then be in a position to offer you an explanation, or a meeting with the people involved.  We shall aim to find out what happened and what went wrong, and to identify what we can do to make sure the problem does not recur.  If there is likely to be a delay, we will tell you the reasons and we will keep you informed of our progress.

We will inform you in writing of the outcome of our investigations.

Although we hope you will feel able to contact the practice first, if you prefer you can make your complaint direct to the Independent Health Complaints Advocacy Service (ICAS), Havant & East Hants Mind Leigh Park Community Centre, Dunsbury Way, Havant PO9 8BG email address: info@hampshireadvocacy.org.uk. Tel: 023 8077 6657.  This service can support you with advice, information and guidance.

 

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 will need their signed consent to respond to you about the issue, unless they are medically incapable of providing this.

 

If you are still dissatisfied

We hope that we will be able to resolve any problems satisfactorily using the above procedure. However, if you are dissatisfied with the outcome of the investigation you have the right to approach the Health Service Ombudsman, Millbank Tower, London SW1P 4QP, Tel 0345 015 4033, or email phso.enquiries@ombudsman.org.uk.

 Click Here for a copy of our Complaints Procedure leaflet.