clikc here for a copy of the Complaints Procedure Leaflet
click here for a Complaints Form
Brookfield Surgery
Complaints Procedure
Making a Complaint
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
· Within 12 months of the incident,
· or within 12 months of you becoming aware of the matter
If you are a registered patient, you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority. See the separate section in this leaflet for what to do in this case.
We are able to provide you with a separate
complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in
your own format providing it covers all of the
necessary aspects.
Send your written complaint in the first instance to
The Practice Manager Debbie Taylor
Brookfield Surgery
Whitbarrow Road, Lymm WA13 9DB
The practice Complaints Manager is Debbie Taylor and Beverley Stirrup
or Email to debbie.taylor18@nhs.net and Beverley.stirrup@nhs.net – please ensure you email both managers your complaint.
What We Do Next
We aim to settle complaints as soon as possible.
We will usually acknowledge receipt within three working days and try to get a response to you within 10 working days. If it cannot be done in 10 days, you will be notified and given an idea of response time. You will then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.
When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you wish to do so.
When the investigations are complete, a final written response will be sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been initially sent to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to refer the matter further to the Parliamentary and Health Service Ombudsman (details shown elsewhere in this leaflet) if you remain dissatisfied with the response.
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal
confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written
consent of the patient to confirm that they are
unhappy with their treatment and that we can deal with someone else about it. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.
Please ask at reception for the Complaints Form, which contains a suitable authority for the patient to sign to enable the complaint to proceed. Alternatively, we will send one to you to return to us when we receive your initial written complaint.
Where the patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we will expect that child to contact us themselves to lodge their complaint.
We may still need to correspond directly with the patient, or may be able to deal directly with the third party. This depends on the wording of the authority
provided.
You may also make your complaint directly to the Commissioner of Primary Care Service NHS Cheshire and Merseyside
· Telephone: 0800 132 996
Email: HWSH.palsandcomplaints@cheshireandmerseyside.nhs.uk
·
· Writing to us at: Patient Experience Team, No 1 Lakeside, 920 Centre Park Square, Warrington, WA11QY.
However, they usually prefer that you contact the surgery first as that can usually clear up the complaint.
If you are dissatisfied with the outcome
You have the right to approach the
Parliamentary & Health Service Ombudsman.
Their contact details are:
The Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk
www.ombudsman.org.uk/make-a-complaint
(to complain online or download a paper form)
You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy
for help or advice;
The local Healthwatch can be found at:
www.healthwatch.co.uk
The IHCA is able to be contacted at: www.seap.org.uk/services/nhs-complaints-advocacy
If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk