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Comments & Complaints

 

We aim to provide the highest possible standards of care and service to all our patients, and we are

always looking for ways to improve. We want you to tell us what we do best and where we don’t meet your expectations, together with any ideas and

suggestions you may have.

 

If a problem does occur, we hope that this can be sorted out easily and quickly, at the time the problem arises and with the person concerned. If however this is not the case, please ask to speak to one of the

Practice Managers, or the Assistant Practice Manager in their absence.

 

If your problem cannot be sorted out in this way and you wish to make a complaint, please 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 either:

 

  • Within 12 months of the incident that caused the problem(s) or
  • Within 12 months of discovering that you have a problem

 

If you would like a form to register your concern or query, please ask at Reception or click on the link below.

 

 

Comments Form

 

Complaints Form 

 

Another option

 

You also have the option to make your complaint to NHS England on 0300 311 2233, or via email to: england.contactus@nhs.net or by post to:

 

NHS England, P.O Box 16738, Redditch B97 9PT

 

What we shall do?

 

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.

 

If your complaint or query is about a service over which we do not have direct control we may forward it to

someone else. We will always let you know when this happens.

 

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 if you would like this
  • Make sure you receive an apology, where

         appropriate

  • 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 will need to have their written

consent for you to do so. Please ask if you require additional information.

 

Additional support

 

If you would like further support with your complaint or you wish to discuss matters with an independent body you can contact PohWER on 0300 200 0084; see their website at: www.pohwer.net

 

In addition, local Healthwatch Derby is a new independent organisation created to gather and represent the views of the public. See their website for more information at: www.healthwatchderby.co.uk

 

If you are still not satisfied

 

We hope that if you have a problem you will use our practice complaint procedure. We believe this will give us the best chance of putting any problem right. We aim to resolve all complaints within the Practice but if you are not satisfied with the outcome you have the right to request a further review by the Health Service Ombudsman: tel: 0345 015 4033; fax no: 0300 061 4000, or write to: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or see the website at: www.ombudsman.org.uk

 



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