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Complaints

Our aim is to provide the highest level of care for all of our patients.  We will always be willing to hear if you think that there is any way that we can improve the services we offer to our patients.

Making a Complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please 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.

Should you wish to make a complaint, we would ask that you do this as soon as possible – as this will enable us to establish what happened more easily.

If it is not possible to make your complaint immediately, please ensure that we have the details of the complaint within 12 months of the incident that caused the problem or within 12 months of discovering that you have a problem

How do I make a complaint?

Complaints can be made

In person - Please ask to speak to the Practice Manager Emma-Clare Rockall

In writing - Please address your letter to the Practice Manager Emma-Clare Rockall or you may prefer to write directly to the Commissioner of the Health Service at NHS England.

What will you do?

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge your complaint within 3 working days and initiate an investigation into what happened.

We will aim to:

· find out what happened and what went wrong

· make it possible for you to  discuss the problem with those concerned, if you should like

· make sure that you receive an  apology, where appropriate

· identify what we can do to make sure the problem doesn’t happen again

At the end of the investigation, we will be in a position to share the outcome of our findings and follow up with you in writing with the additional offer of a face to face meeting.

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 his or her permission to do so before we can reply.  A letter signed by the person concerned will be required unless they are unable to provide this due to illness or medical incapacity.

What Next?

We value your feedback and hope that you will use our practice complaints process if required.  We believe that it gives us the best chance of addressing patient concerns and provides opportunities to improve our practice. 

It does not affect your right however to approach NHS England if you feel that you cannot raise your complaint with us or you if are dissatisfied with the way that we are dealing with your complaint.

You can receive independent advocacy when making your complaint. For details of this free, confidential service please contact Healthwatch Hampshire on 01962 440262

Where can I get more help?

A Comments & Complaints helpline is provided by NHS England on:

Telephone: 0300 311 2233 

Email: nhscommissioningboard@hscic.gov.uk

Address: NHS Commissioning Board, PO Box 16738, Redditch, B97 9PT

What if I am still not satisfied?

If you remain dissatisfied with the responses to your complaint, you have the right to ask the Health Service Ombudsman to review your case.

Telephone 0345 015 4033 or email phso.enquiries@ombudsman.org.uk  

Alternatively, you can send a letter for the attention of

The Health Service Ombudsman

Millbank Tower

Millbank

London SW1P 4QP

www.ombudsman.org.uk

Help us to get it right

We constantly try to improve our services.

Please do let us know when you think we have done something well or if you have any suggestions as to how we can improve our services.


Thank you!

 

Download a copy of our complaints leaflet here

 

 

 

 

Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better. Thank you.



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