Our aim is to give you the highest possible standard of service and we will try to deal quickly with any problems that may occur. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. If you have a complaint or are concerned about the service you have received from the doctors or from any of the staff working in the practice, please let us know.
How to complain
We hope that most problems can be sorted out easily and quickly, ideally at the time they arise and with the person concerned at practice level by letter.
Alternatively, you can contact ICB by email: necsu.pccomplaints@nhs.net , Telephone Number: 0191 512 8277 or Postal Contact:
Primary Care Complaints
c/o North of England Commissioning Support Unit
John Snow House
University Science Park
Durham
DH1 3YG
A complaint should be made as soon as possible after an event and not more than 12 months after the date the matter complained about occurred or the date that the patient/client was aware of the event. The time limit should be extended if there were good grounds for not making the complaint earlier and it is still possible to investigate the complaint fairly and effectively.
Complaints should be addressed to the Practice Manager or a GP Partner.
The Practice Manager will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly and carefully, it will be of great help if you are as specific as possible about your complaint.
What we shall do
We shall acknowledge your complaint in writing within 10 working days or, where that is not possible, as soon as reasonably practicable to ensure the complaint is properly investigated.
We will investigate your complaint within 20 working days (if the complaint is internal and a non-clinical nature), 30 working days (if the complaint is internal and of a clinical nature) and six to eight weeks ((if the complaint is external and of a clinical nature). We shall then be in a position to offer you an explanation in writing or a meeting with the people involved. We shall aim to:
- Find out what happened and what went wrong
- Make sure you received an apology (where this is appropriate)
- Try to make sure that the problem does not occur again
- To learn from complaints, which will help to improve the service we provide.
Complaining on behalf of someone else
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 their permission to do so. A note singed by the person concerned will be required, unless they are incapable (because of illness) of providing this.
If it is felt that the person making the complaint on behalf of another person is not doing so in the best interests of the other person, the complaint must not be considered under the regulations and written notification must be given to the representative stating the reason for the decision.
You may also wish to contact the Patient Advice and Liaison Service who offer confidential advice and support, helping you to sort out any concerns you may have. Freephone: 0800 032 0202.
What you can do next
If you remain dissatisfied with the responses to your complaint from the Practice and NHS England, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case.
If you have any questions about whether the Ombudsman may be able to help you or about how to make a complaint please contact their helpline on 0345 015 4033, Or you can write to them at:
The Parliamentary and Health Service Ombudsman
11th Floor
Millbank Tower
Millbank
London
SW1P 4QP
Further information about the Ombudsman can be found at: www.ombudsman.org.uk/make-a-complaint
Should you require any direct help or advice making your complaint you can contact your local Independent Complaints Advocacy Service (ICAS): Tel: 0808 802 3000. Alternatively, you can write to them at:
North East NHS Independent Complaints Advocacy
Carers Federation ICA
Unit 312, DBH Gateshead
Aidan House
Sunderland Road
Gateshead
NE8 3HU
ICAS provides independent advocacy to people making complaints under the NHS complaints procedure.
Confidentiality
All complaints are treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the Practice Manager or GP Partner must inform the patient or person acting on his/her behalf if the investigation will involve disclosure of information contained in those records to a person other than the Practice or an employee of the Practice.
The practice keeps a record of all complaints and copies of all correspondence relating to complaints, but all such records are kept separate from patients’ medical records.
Review of complaints
Complaints received by the practice will be reviewed to ensure that learning points are shared with the whole practice team:
- Complaints received during the month will be reviewed at staff meetings which will include the Practice Manager and Practice staff to ensure any actions required are put into practice
- A full review of all complaints will be carried out annually to identify any trends or additional actions/learning points.