|
|
|
|
Complaints INFORMATION FOR PATIENTS/OTHER INTERESTED PARTIES Introduction: 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 a NHS wide system for dealing with complaints. Our system meets the national criteria. Guidance on a "good complaints process" can be found at: http://www.healthcarecommission.org.uk/_db/_documents/04022289.pdf
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 on the day. This is because the sooner we know about a problem, the easier it will be for us to establish what happened. In any event, please let us have details of your complaint: Within 6 months of the incident that caused the problem; or Within 6 months of discovering that you have a problem, providing this is within 12 months of the incident. Complaints should be addressed to the Practice Complaints Manager, Mrs W Pell-Stevens. Alternatively, you may ask for an appointment with Mrs W Pell-Stevens to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
We will acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall: 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 this is appropriate. Identify what we can do to make sure the problem doesn't happen again.
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 his or her permission to do so. A note signed by the person concerned will be needed to authorize you to complain on their behalf.
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If for any reason you feel that the practice complaints procedure has not resolved your problem, then another step to take is to contact the local PALS (Patient Advice and Liaison Service), which is based at Prestamex House, 171-173 Preston Road, Brighton 01273 545337 Responsible Manager Martin Campbell Brighton and Hove City Teaching Primary Care Trust Prestamex House 171-173 Preston Road Brighton BN1 6AG tel: 01273 545337 email: martin.campbell@bhcpct.nhs.uk textphone: 01273 545449 However should you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You should contact the Health Care Commission
If you feel that we have been unable to answer your complaint to you satisfaction or feel that there are other issues which are beyond the remit of our practice complaint procedure, then you may contact the Health Care Commission – A Statutory organisation – for advice and consideration of further investigation http://www.healthcarecommission.org.uk/contactus/complaints/complainaboutthenhs.cfm
The Health Care Commission’s address is: 5th Floor Peter House Oxford Street Manchester M1 5AX 02074489100 Fax: 02074489180 Goodwood Court Medical Centre & The Eaton Centre Comments, Complaints and Suggestions Form Please write in BLOCK CAPITALS - use this form to make any comments you wish about our services Your Name:_________________________________________ Your Address (so that we can acknowledge your comments) ____________________________________________________________________________________________________ Date: _______________________ Practitioner or Service _________________________________ Your Comment or Complaint
You will receive a prompt reply. Please feel free to use an additional sheet if necessary. We would also be grateful if you could score some specific aspects of our services: NB: 1= LOW score 5 = HIGH score Receptionist - Manner & efficiency 1 2 3 4 5 Contacting the Surgery by Phone 1 2 3 4 5 Convenience of Appointments 1 2 3 4 5 Punctuality of Appointment 2 3 4 5 Waiting Room Comfort 1 2 3 4 5 Comments Please use the form overleaf either to make specific comments or to complete the questionnaire on key service areas. All comments will be passed to Mrs.Wendy Pell-Stevens who will ensure that they are actioned and that you receive a reply if appropriate. All procedural comments are discussed at our regular Quality Team Meeting Complaints We sincerely hope that it will not be the case, but you may feel in certain circumstances that the service you have received is not up to the standards that you feel you are entitled to receive. If this is the case, PLEASE TELL US. If the complaint is of a clinical matter, then please write to the practitioner concerned. If it is in regard to standards of service, please complete the form overleaf and send it to us at Goodwood Court. Mrs Pell-Stevens will ensure that your views are noted, investigated and a reply sent to you. As with comments we undertake to make a prompt reply, investigating the complaint and letting you know the action undertaken. If you are not completely satisfied we can advise you of the next most appropriate step. GOODWOOD COURT MEDICAL CENTRE - where medical care and quality of service help us to care for you, your parents and your children. Our Practice Commitment We promise to: offer you an appointment the same day with a doctor if you have a problem that YOU feel is urgent. provide medical cover 24 hours a day EVERY DAY make authorised repeat prescriptions available by 8am the following day if requested by 8pm (Monday to Friday) We will endeavour to: keep to within 20 minutes of your appointment time deal with all requests for medical reports within 48 hours (Monday to Friday) obtain the best service we can for YOU from the Hospital sector answer your telephone call courteously within one minute. To help us to help you, we ask that you: Inform us of any good or bad aspects of our service Come along to the Surgery rather than request a home visit Keep yourself as healthy as possible by taking advantage of the screening and preventive services that we have to offer
Goodwood Court Medical Centre 52 Cromwell Road Hove BN3 3ER Comments Suggestions Complaints
To help us to offer you the very best in all-round health care we need to know what you think - when you are pleased with our services and when you are less satisfied. YOUR COMMENTS INFLUENCE OUR POLICIES Many thanks in advance for taking the trouble to complete this form.
|
|
Send mail to
nigel.higson@nhs.net with
questions or comments about this web site.
|
How to
complain: