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COMMENTS, COMPLAINTS & 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 about the service that you have received from the
doctors or staff working at 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 6 months of the incident that caused the problem, or Within 6 months of discovering that you have a problem, provided that it
is within 12 months of the incident. The Practice Manager 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 Practice Manager or in her absence
the most senior partner, office manager or member of staff on duty at the time
of the complaint. In writing - some complaints may be easier to explain in writing -
please give as much information as you can, then send your complaint to the
practice for the attention of the 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. 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 approach the local Primary Care
Trust if you feel you cannot raise your complaint with us or you are
dissatisfied with the way we are dealing with your complaint.
Alternatively the Patient Advise and Liaison Service provide confidential
advice and support, and will help you to sort out any concerns you may have
about the care we provide, by guiding you through the different services
available from the NHS. They are based within the Information Centre at
North Devon District Hospital or can be contacted by telephone on: 01271
314090 or via e-mail at:
pals@ndevon.swest.nhs.uk If you remain dissatisfied with the responses to your complaint, you have
the right to ask the Healthcare Commission to review your case. The
Healthcare Commission is an independent body established to promote
improvements in healthcare through the assessment of the performance of those
who provide NHS services. You can contact them by telephone on: 020
7448 9200 or write to them at: Healthcare Commission (Complaints Team) or via their website:
www.healthcarecommission.org.uk 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.
Peter House
Oxford Street
Manchester
M1 5AN
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