PLAINS VIEW SURGERY PRACTICE COMPLAINTS PROCEDURE:
PRACTICE COMPLAINTS PROCEDURE
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take complaints seriously and will attempt to address your concerns to your satisfaction.
HOW DO I MAKE A COMPLAINT
If you wish to make a complain, contact the Practice Manager (Mrs Ann Pillai) either in person, by phone or in writing.
Telephone: 01159621717
Address: 57 Plains Road, Mapperley, Nottingham, NG3 5LB
If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.
WHAT HAPPENS NEXT?
The complaint will be acknowledged within 3 working days. The practice will respond, after investigation, within the timeframe specified to you at the acknowledgment stage of the process. Some complaints may take longer to address but you will be informed of a response time. If this cannot be met, the practice will keep you informed.
Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with your complaint fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.
Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.
HOW DO I COMPLAIN TO SOMEONE INDEPENDENT?
GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:
Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House
Sir John Robinson Way
Arnold, Nottingham, NG5 6DA, Telephone 01158839570 Email: [email protected]
If you would like further information, please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
However, please note, patients cannot raise the same complaint with the practice and ICB.
IS THERE A TIME LIMIT?
A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.
Please remember, the quicker you complain, the easier it will be to investigate the facts.
IF YOU ARE NOT SATISFIED WITH THE OUTCOME?
You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 03450154033. For more information see their website www.ombudsman.org.uk
OTHER USEFUL CONTACTS: – POhWER, NHS Complaints Advocacy, on 03004562370 website www.pohwer.net.