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Compliments and Complaints

The practice welcomes feedback both good and not so good, we are open to making changes which will support patients and the practice. If you would like to feedback to us please use the link on this website, telephone the practice. Whilst we would hope you do not have to make a complaint please do not hesitate to contact Sylvia Obrien (practice manager)at the practice.  Alternatively please see below the details of our complaints procedure. 

GATLEY GROUP PRACTICE – COMPLAINTS PROCEDURE -    

PATIENT INFORMATION LEAFLET..

Practice complaints procedure:

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 the NHS system for dealing with complaints. Our complaints system meets national criteria.

 

How to complain:

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, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, 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, provided this is within 12 months of the incident.Complaints should be addressed to Mrs Sylvia O’Brien, Practice Manager, or any of the doctors. Alternatively, you may ask for an appointment with Mrs O’Brien in order 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. Complaints are investigated by the Practice Manager and senior partner, unless the complaint concerns the senior partner, in which case, another partner will lead the investigation.
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What we shall do :

We shall acknowledge your complaint within three working days and aim to have looked into your complaint within ten – twenty one 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 aim to:

 

  • Find out what happened, what should have 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 does not happen again.
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Complaining on behalf of someone else:

 

In order for you to complain on behalf of someone else, we would need a signed consent from him/her confirming you permission to make a complaint on their behalf. On receipt of the signed consent form your complaint will be fully investigated and once the findings are known we will write to you with a more detailed reply.

 

What if I wish to make a complaint but DONOT wish to contact the practice directly:

All complaints are dealt with initially by NHS England through their contact centre.

By post to:

NHS England PO Box 16738 Redditch B97 9PT

By email to: england.contactus@nhs.net

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

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

 

Need further Guidance to raise a complaint?

NHS Complaints Advocacy Stockport

Dove House

65 Union Street,

Stockport,

SK1 3NP

 

Tel: 0161 475 6229

Fax: 0161 475 6216

Free Phone: 0800 633 5411

Email:info@nhscomplaintsadvocacystockport.org.uk

 

What if I am not happy with the response from the practice:

Should you be dissatisfied with our response to your complaint, you are able to contact the parliamentary and health service ombudsman.

The Parliamentary and Health Service Ombudsman

Millbank Tower,

Millbank,

London,

SW1P 4QP

0345 0154033

Phso.enquiries@ombudsman.org.uk



 
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