COMPLAINING TO THE HEALTH AUTHORITY We Hope That If

complaining to the health authority: we hope that if you have a problem you will use our practice complaints procedure. we believe this wil

COMPLAINING TO THE HEALTH AUTHORITY:
We hope that if you have a problem you will use our practice
complaints procedure. We believe this will give us the best chance of
putting right whatever has gone wrong and an opportunity to improve
our practice.
If you feel you cannot raise your problem with the surgery you can
approach our local CCG. Their contact details are:
The Patient Experience Team
Cambridgeshire &Peterborough CCG
Lockton House
Cambridge CB2 8FH
Tel: 0800 279 2535/01223 725588
Email: c-pct.PALSnhs.net
If you feel the complaint cannot be dealt with at a local level you
can contact
NHS England
PO BOX 16738
Redditch B97 9PT
Tel: 0300 311 22 33
Email: [email protected]
Patients can also refer to The Parliamentary & Health Service
Ombudsman. All records will have to be provided to the ombudsman to
assist in the resolution of the complaint.
http://www.ombudsman.org.uk or
The Parliamentary 7 Health Service Ombudsman, Millbank,Lonsdon,SW1P
4QP
You may also like to contact the POhWER the independent complaints
advocacy service (ICAS) 0845 456 1084
COMMENTS AND SUGGESTIONS
The doctors and staff are very interested to know what you think of
the services we offer at the surgery.
There may be times when you wish to comment about our work and on
other occasions when you have a good idea for improvement.
WE TAKE ALL THESE MATTERS SERIOUSLY
If you have a comment or suggestion, then please write or email our
practice Manager Gerry O’Leary.
If you would prefer to speak to a doctor, we can arrange an
appointment with one of the partners.
HARSTON SURGERY
Dr Fraser Allen
Dr Chris Gee
Dr Kate Ferrier
Dr Philippa Richards
Complaints Procedure
PRACTICE COMPLIANTS
PROCEDURE
If you have a complaint or concern about the service you have received
from the doctors or any of the staff working in this practice, please
let us know.
We operate a practice complaints procedure as part of the National
Health Service system for dealing with complaints.
Our complaints system meets with the national criteria.
HOW TO COMPLAIN:
1.
We hope that most problems can be sorted out easily and quickly,
often at the time they arise and with the person concerned.
2.
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. This should be done in writing ideally, within a matter
of days or at most a week to enable us to establish what happened
accurately.
Complaints should be addressed to Mrs Gerry O’Leary, Practice Manager
or ‘To’ any of the doctors. Alternately, you may ask for an
appointment with Gerry O’Leary in order to discuss your concerns. She
will explain the complaints procedure to you and will make sure that
your concerns are dealt with promptly. It will be a great help if you
are specific as possible about the nature of your complaint.
WHAT WE SHALL DO:
We shall acknowledge receipt of your complaint within three working
days and aim to have investigated the matter within 15 working days
from the date the complaint was raised. We shall then be in a position
to offer you the results of our investigation or if necessary, a
meeting with the people involved.
When we look into your complaint, we shall aim to:
1.
Find out what happened
2.
Make it possible for you to discuss the problem with those
concerned, if you would like this;
3.
Make sure you receive an apology or full explanation where this is
appropriate;
4.
Identify what we can do to ensure the problem doesn’t happen again.
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 their permission to do so. A note signed by
the person concerned will be required, unless they are incapable
(because of illness) of providing this.
OUR CONTACT DETAILS:
Practice Manager:
Gerry O’Leary
Address:
Harston Surgery
11 Church Street
Harston
Cambridge
CB22 7NP
Tel: 01223 870250
Fax: 01223 872741
Email: [email protected]