LET THE PRACTICE KNOW YOUR VIEWS – THEY ARE IMPORTANT TO US
Beechfield Medical Centre is always looking for ways to improve the services it offers to patients. To do this effectively, the Practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the Practice continue to build and improve upon the service it offers.
YOU CAN DOWNLOAD THE PRACTICE FEEDBACK FORM HERE:
FEEDBACK FORM
PRACTICE COMPLAINTS PROCEDURE
If you have any type of feedback or complaint about the services we provide or that you have received from any member of staff working in this Practice, please let us know. The Practice operates a Complaints Procedure in line with NHS England guidance for dealing with complaints. Our complaints system meets national criteria.
Note: If you make a complaint it is Practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
You may choose to complain either to the Practice directly or to NHS England / the ICB. You do not have to complain to the Practice first.
DUTY OF CANDOUR
We take the principles of candour seriously. This means that we will be open, transparent and honest in dealing with any complaints raised and, where we have erred, we will ensure that we will learn and share our learning with our team at regular meetings.
HOW TO COMPLAIN
If you feel able to, you may discuss your concern with the staff member involved; however, you may raise a complaint directly with the management team at any time. If you wish to make a formal complaint, please let us know as soon possible. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
Written Complaints should be addressed to:
The Practice Manager, Beechfield Medical Centre, Beechfield Gardens, Spalding PE11 1UN
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- 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.
The Practice will acknowledge your complaint within three working days and will respond within a reasonable timescale. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the Practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint;
- Make arrangements for you to discuss the problem with those concerned, if you would like this;
- Make sure you receive an apology, where this is appropriate;
- Identify what the Practice can do to make sure the problem does not happen again.
COMPLAINING ON BEHALF OF SOMEBODY ELSE
Please note that Beechfield Medical Centre keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the Practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
COMPLAINING TO OTHER AUTHORITIES
If you feel that you would prefer to complain to the external body with overall responsibility for our services, then you should write to either of:
NHS England
PO Box 16738
Redditch
B97 9PT
Email: england.contactus@nhs.net – stating ‘For attention of the complaints team’ in the subject line.
Telephone: 0300 311 2233
Or
NHS Lincolnshire Integrated Care Board (ICB)
HQ Bridge House
The Point
Lions Way
Sleaford
NG34 8GG
Telephone: 01522 573939
Please note that if you have already made your complaint to us and have not been satisfied with the response provided, you should contact the Ombudsman (as below) and not the bodies mentioned above.
CONTACTING THE CARE QUALITY COMMISSION
The CQC cannot resolve individual complaints but welcomes information about concerns, which helps them monitor and regulate services. You can contact the Care Quality Commission on 03000 616161 or, alternatively, visit the following website: http://www.cqc.org.uk
ADVOCACY AND SUPPORT SERVICES
Advocates can support you to raise concerns about the treatment or care that they or a friend or family member have received from any NHS service. This support is available at every stage of the complaints process. VoiceAbility is a recognised advocacy service which can be access via their website www.voiceability.org Tel: 0300 303 1660 or email helpline@voiceability.org
OMBUDSMAN
If you are not happy with the response from the Practice, NHS England or NHS Lincolnshire ICB (if you complained directly to either of them), you can refer your complaint to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP Tel: 0345 015 4033 (Helpline)
http://www.ombudsman.org.uk or text phone (minicom): 0300 061 4298