Suggestions, Comments and Complaints

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 not, 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. If it is not possible to do that, please let us have details of your complaint:
ASAP or within 12 months of the incident that caused the problem
Complaints should be addressed to the Practice Manager, Mrs Suzanne Wiggett or any of the Doctors. Alternatively you may ask for an appointment with Mrs Wiggett in order to discuss your concerns. It would be a great help if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within three working days and aim to have responded as swiftly as possible to your complaint within an agreed timescale from the date you raised it with us. We shall then be in a position to offer you an explanation, an apology or a meeting with the people involved. Please be assured that future care will not be impacted by making a complaint.

Complaining on behalf of someone else

Please note that 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 letter of consent signed by the person concerned will be needed, unless they are not able (because of illness) to provide this.

Complaining to NHS England

We hope that if you have a problem you will use our practice complaints procedure, which is also called “local resolution”. We believe this will give us the best chance of resolving the matter and an opportunity to improve our practice.
Complainants can now complain to the NHS England and request that they investigates their complaint if they do not wish to complain directly to the practice.
In cases where this happens, the NHS England Complaints Team will discuss the options with the complainant and the practice and reach a decision based on the individual circumstances of the case and the views of all involved.

The Complaints Team

NHS England PO Box 16738, Redditch, B97 9PT
Tel 0300 3112233 Email england.contactus@nhs.net
This does not affect your right to approach the (PHSO) Parliamentary Health Service Ombudsman for independent review. This must be done within 6 months of the date that you receive a full response from us.

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Ombudsman’s Helpline on (0345) 015 4033.

Complaining to the health service

PALS:
PALS is a Patient Advice & Liaison Service for people using the NHS. It is there to help patients, carers, relatives and friends to resolve any problems as quickly and easily as possible, and to provide any information they may require. You can contact PALS at:

PALS North East Essex CCG
Aspen House
Stephenson Road
Colchester
CO4 9QR
Free phone – 0800 328 5620 (with confidential answer phone)
Direct line – 01206 918730 (with confidential answer phone)
Email –NEECCG.PALS@nhs.net

ICAS:
ICAS is an Independent Complaints Advocacy Service. It is a free, client-led, independent and confidential service to help you if you wish to make a complaint about the NHS. You can contact ICAS at:
POhWER ICAS
PO Box 14043
Birmingham
B6 9BL
Tel – 0300 456 2370
Email – pohwer@pohwer.net