Mayflower Medical Centre
HOW TO COMPLAIN:
Although we aim to provide a high standard of care at all times we recognise that there may be occasions where we do not come up to your expectations. In these circumstances we would like you to 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 not, and you wish to make a complaint, we would like you to let us know as soon as possible in writing – 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:
Ø ASAP or within 12 months of the incident that caused the problem
Complaints should be in writing and addressed to the Practice Manager.
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.
When we look into your complaint, our aims will be to make it possible for you to discuss the problem with those concerned if you would like this, and take appropriate action wherever possible.
COMPLAINING ON BEHALF OF SOMEONE ELSE:
Please note that we maintain strict rules of confidentiality. If you wish to complain on behalf of someone else we will require a signed letter of consent from the patient concerned to enable us to discuss the complaint, which may involve confidential information.
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.
However, if you do not wish to complain directly to the practice, you may contact:-
The Complaints Manager
PO Box 16738
Tel: 0300 311 2233 (Monday to Friday 8am to 6pm, excluding bank holidays)
Email : firstname.lastname@example.org (with “for the attention of the complaints manager” in the subject line.
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
London SW1P 4QP
Ombudsman’s Helpline on (0345) 015 4033.
You may also wish to contact:
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.
Free phone – 0800 328 5620 (with confidential answer phone)
PALS Office, Colchester Primary Care Centre, Turner Road, Colchester, Essex CO4 5JR
Email – PALS@nee.nhs.net
If you need further assistance :
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:
PO Box 14043
Tel - 0300 456 2370
Helpline - 0845 4561083