Comments, complaints and suggestions
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide
Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
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 12 months of the incident that caused the problem; or
- Within 12 months of discovering that you have a problem, provided that is within 12 months of the incident.
Dr Larry Stone is appointed as a responsible body, who will be responsible for ensuring compliance.
Robert Weir will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person – ask to speak to The Dual Site Practice Manager
By Email to: firstname.lastname@example.org
In writing – some complaints may be easier to explain in writing - please give as much information as can, then send your complaint to the practice for the attention of the to The Dual Site Practice Manager as soon as possible.
What we shall do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 25 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 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 appropriate
· identify what we can do to make sure the problem doesn’t happen again.
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
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 his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Complaints relating to Clinical Commissioning Groups (CCGs)
CCGs were set up primarily to purchase secondary care services (such as hospital and community services) on behalf of local populations and, whilst it is usually preferable to take up your concern with the service provider direct, the CCG appreciates your feedback about these services.
If you wish to complain about a service you should be aware that complaints regulations set out that you can only complain to either the service provider or the commissioner, not to both.
Services commissioned by NHS North Hampshire Clinical Commissioning Group
· Community Health Services
· Maternity Services
· Planned Hospital Care
· Urgent and emergency care, including A&E, 111 and GP Out of Hours Services
· Older People’s Healthcare Services
· Healthcare Services for Children
· Rehabilitation Services ie wheelchair services
· Healthcare Services for people with mental health conditions
· Healthcare services for people with learning difficulties
· Individual Funding Referrals
To tell them about your experience please contact them in one of the following ways:
In writing to:
Complaints, Compliments and Concerns
NHS North Hampshire Clinical Commissioning Group
Lime Tree Way
Chineham Business Park
Email them : email@example.com or firstname.lastname@example.org
Talk to them: Telephone: 01256 705507
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
However this does not affect your right to raise your complaint directly with our service commissioner NHS England, if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint.
They will provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS
Contact Number: 0300 311 2233 (Monday-Friday 8am- 6pm excluding English Bank Holidays)
Postal address: NHS England
PO Box 16738
Help us get it right
We constantly try to improve the service we offer.
Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.
The Rooksdown Practice
Park Prewett Medical Centre
Park Prewett Road
Telephone: 01256 399710
Fax: 01256 399733
Should you wish to seek independent advice regarding complaining against any NHS service, please consider visiting www.healthwatchhampshire.co.uk. This organisation offers a confidential and free service and can advise and assist you to voice your complaint in a constructive manner.
Tel: 01962 440 262