How To Raise A Concern
We don’t always get it right, but we want to listen and learn from your experience so that future care is responsive, safe, compassionate and provides the best clinical outcomes for our patients. It’s important that you tell us when you are worried about your care or experience. The best way to deal with a concern is to talk to us about it, its the quickest way to get the answers you are looking for. All of our staff are able to address you concerns, and if they don’t have the answers immediately they will find out and contact you back.
To put in a complaint, comment or concern you can either:
- Fill in the Compliments, Comments & Concerns Form
- Download and complete the 4Cs form and submit it to a receptionist
If your concern is very serious, or you are unhappy about the way in which your concern is being dealt with, you can make a formal complaint. This can be done by raising it with the complaints team or if preferred contact NHS England.
You can email the team on: firstname.lastname@example.org
Or you write to the team using the following:
Royal Primary Care,
Or you can phone the Practice and ask to speak with the Deputy Practice Manager
Alternatively you can ask NHS England to look into your concerns who are contactable in the following ways;
Write: NHS England
PO Box 16738
Email: England.email@example.com – stating for the attention of the complaints team
Phone: 0300 311 22 33
Opening times are 8am-6pm Monday to Friday (except Bank Holidays)
If after we have responded and you remain unsatisfied with our response you have the right to request an independent review from the Parliamentary and Health Service Ombudsmen (PHSO).
Visit their website : www.ombudsman.org.uk
Or contact them via their Helpline on 0345 015 4033 between 8:30 – 5:30pm (Monday to Friday)
What to expect from the complaints process
On receipt of your complaint, we undertake initial checks to ensure,
- That we have the records and information to enable us to conduct a full investigation.
- That we have consent to share records if the complaint relates to any external health or social care organisation.
- That we have consent to disclose information if you are making a complaint on behalf of another adult, this could be a relative or friend.
- That the complaint is being made within 12 months of the event.
- We will acknowledge you complaint in writing within 3 days, but we may speak to you before this to clarify any points
- We will agree a single point of contact for the duration of the complaint investigation.
- We will advise of the timescale in which we aim to provide our reply or meet with you, if we are delayed in our response we will advise you and set a new agreed timeframe.
- Our investigation will provide an explanation of what happened, an offer of apology or a statement of regret where appropriate and how we will learn from your complaint and take steps to put matters right.
- A complaint cannot provide information of a disciplinary nature.
- We will always take your complaint seriously.
- Your complaint is not kept in your medical records and will not affect your future care in any way.
We value your opinion and are committed to learning from all complaints we receive. To improve the care and services we provide we share anonymised learning at our clinical meeting and other relevant forums.