Complaints and Suggestions
Making a Suggestion, Comment or Complaint
If you are unhappy with any aspect of the services we provide and would like to bring it to our attention, there are several ways that you may do this:
1.Raising Your Concerns
Speak to a member of staff who may be able to provide you with a solution or answer straightaway. If you are unhappy with the help you are given, then the practice administrator or the practice manager will be happy to help you
We have a suggestion box where you may place your comments and suggestions. We empty this on a regular basis and try to accommodate all suggestions where practical
2. Making a Complaint
If you wish to make a complaint, any of the receptionists will be happy to help you. You may wish to speak with one of the reception managers, Jenny or Louise who will be happy to discuss details with you in private if you prefer.
If you feel that your complaint has not been addressed adequately, you may wish to make a formal complaint. Ask the receptionist for details of our complaint system and she will give you the necessary information to help you. We promise to address all complaints within the timescales outlined in the documentation. If you wish to speak with someone who may be able to help you we have a reception manager and an operations manager who will be happy to go through the process with you.
If you have a complaint or concern about the service or care you have received from the Doctors or any of the staff working in this practice.
What you should do:
We would hope that most concerns/problems could 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 this should be within a matter of days because this will enable us to establish what happen 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.
Ways to make a complaint
In person, by telephone or by letter addressed to the complaints manager. The complaints manager will take full details and decide how best to undertake the investigation.
What we will do:
We shall acknowledge your complaint within two working days and aim to have looked into the matter within ten working days of the date you raised the complaint. We shall then be in a position to offer you an explanation either in writing, or at a meeting. When we look into your complaint, we shall aim to:
Find out what happened and what went wrong
Make sure you receive an apology, where this is appropriate
Identify what we can do to make sure the situation does not rise again
Complaining of behalf of someone else
The practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else we have to have his or her consent. We have a form that you can obtain from us for this purpose.
If you use this procedure it will not affect your right to complain to Darlington PCT or PCT Shared Services, who may be able to help you with your complaint.
If you are dissatisfied with the response you have received from this practice, you have a right to request an independent review of your complaint, which will be conducted by the Health Authority. Any requests should be made within 28 calendar days of the date of this letter and you should specify your reasons for requesting a review.
You should address your request to:
Arthur Bullough
PCT Shared Services
Appleton House
Lanchester Road
Durham DH1 5XZ 0191 3333232
OR
ICAS (Independent Complaints Advisory Service)
Darlington PCT
Valley House
Valley Street
Darlington
DL1 1TJ
Tel 01325 364271