DOUGLAS GROVE PATIENT COMPLAINT FORM
If you have a complaint or concern about you’re the service you have received from the doctors or any of the personnel working within this practice, please let us know.
We operate a practice complain procedure as part of an NHS complaints system, which meets or exceeds national criteria.
How to complain
We hope that we can sort most problems out easily and quickly, often at the time that they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily.
You should address your complaint in writing to the Practice Manager. She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Complaining on behalf of someone else
We keep strict rules to the medical confidentiality of our patients. If you are not the patient, but are complaining on their behalf, you MUST have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A third party consent form is available on request.
What we will do
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date the complaint was received. If we expect it to take longer we will explain our reason for the delay. When we look into your complaint, we will investigate the circumstances, make it possible of your to discuss the problem with those concerned, make sure you receive an apology if this appropriate and take steps to make sure that the problem does not arise again.
You will receive a final letter setting out the result of any practice investigations..
Taking it further
If you remain dissatisfied with the outcome you may refer the matter to;
Complaints & PALS
Tel : 01245 514130
Fax : 01245 516395
Email : firstname.lastname@example.org