Parkhill & Sherwell Valley Medical Practices

Parkhill - 01803 212489

Sherwell Valley - 01803 605123

 

Parkhill and Sherwell Valley Medical Practice

Complaints & Comments Leaflet

LET THE PRACTICE KNOW YOUR VIEWS

Parkhill and Sherwell Valley Medical Practice is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

TELL US ABOUT OUR SERVICE by leaving a suggestion in the suggestion box or completing one of the NHS Friends and Family Test forms in the waiting rooms.

PRACTICE COMPLAINTS PROCEDURE

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

HOW TO COMPLAIN

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact one of the team leaders listed in the practice manager staff section on this website or alternatively one of the partners  who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

•          Within 12 months of the incident that caused the problem

OR

•          Within 12 months from when the complaint comes to your notice

The Practice will acknowledge your complaint within three working days.

The Practice will arrange a meeting with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.

When the practice looks into your complaint it aims to:

•          Ascertain the full circumstances of the complaint

•          Make arrangements 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 the practice can do to make sure the problem does not happen again

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that Parkhill and Sherwell Valley Medical Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

COMPLAINING TO OTHER AUTHORITIES

The practice management team hope that if you have a problem with the service you have received you will use the Practice Complaints Procedure.

However, if you feel you cannot raise your complaint with us, you can contact any of the following official bodies:

Patient Experience Team

Patient Experience

FREEPOST RTEZ-YHRC-RZKZ

Pomona House

Torquay, TQ2 7FF

 Phone: 01803 652 578

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: http://www.southdevonandtorbayccg.nhs.uk

 

http://www.seap.org.uk/contact/

SEAP Hastings
Upper Ground Floor, Aquila House,
Breeds Place
Hastings
East Sussex
TN34 3UY

There is also NHS England:

http://www.england.nhs.uk/contact-us/complaint/

 

By post to:   NHS England
PO Box 16738,Redditch,B97 9PT

By email to: This email address is being protected from spambots. You need JavaScript enabled to view it.

Please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

If you are unhappy with the way your complaint has been handled by the NHS then you are entitled to take it to the Health Service Ombudsman.

 

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