Complaints Process

Talk to us:

Every patient has the right to make a complaint about the treatment or care they have received at St Peter’s Medical Centre.  We understand that we may not always get     everything right and by telling us about the     problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to:

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; all our staff are trained to handle   complaints effectively. Alternatively, ask to speak to the Complaints Manager, Deborah Harvey.

A complaint can be made verbally or in writing. A Complaints Form is available from reception.

Time frames for complaints:

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

Our Practice Manager, Deborah Harvey, will respond to all complaints within three business days. Furthermore, she will provide regular updates for you regarding your complaint, whilst aiming to have the complaint completely resolved within 40 days.

Investigating complaints:

We will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality:

We will ensure that all complaints are investigated with the utmost confidentiality and all documents are held separately from the patient’s healthcare record.

Third party complaints:

St Peter’s Medical Centre, allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A Third Party Patient Complaint Form is available from reception.

Final response:

We at St Peter’s Medical Centre, will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our Practice Policy.

Not satisfied?

There may be times when you consider that the complaint has not been resolved to your satisfaction. If this is the case, you can contact the Health Service Ombudsman on 0345 015 4033 or via there website at:   www.ombudsman.org.uk

Or write to them at:

The Parliamentary and Health Service

Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Remember:

All complaints are treated in the strictest confidence.

Making a complaint will not affect your treatment or care. We want you to let us know if you are unhappy or have a  suggestion about how we can do things better.

Please finds below a printable copy of our complaints process & a complaints form, should you wish to use this rather than writing a letter.

Complaints Policy PowerPoint

Complaints forms