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Comments & Complaints

We are here to help you and welcome comments and constructive suggestions to help us improve our service.

If you would like to make a comment or if you have experienced problems please speak to the reception manager who will endeavour to assist you.

Alternatively you are welcome to arrange a phone call with the Doctor of your choice.

If you would prefer to write, please address your letter to Miss Rebecca Ruddlesden, our Human Resources Manager.

 

Woodley Centre Surgery - Practice Complaints Summary

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 a NHS system for dealing with complaints.  Our complaints system meets national criteria. Not all staff working at the surgery are employed by the practice. If your complaint involves one of them we will work with the relevant employer to assure you receive a detailed response. 

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  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 – ideally, within a matter of days or a few weeks – because this will enable us to establish what happened more easily. 

If this is not possible we do not impose any time limit for a formal complaint. These should be sent to Rebecca Ruddlesden. We prefer complaints to be in writing as it enables us to respond better, but if this is not possible please arrange a telephone call with Rebecca Ruddlesden.

Alternatively you can speak to Rebecca Ruddlesden with informal complaints or comments. This might be more suitable for minor matters. 

What we shall do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within two weeks, but sometimes it can take longer. When we look into your complaint, we shall aim to:

 Ø  Find out what happened and what went wrong;

Ø  Make it possible for you to discuss the problem with those concerned, if you would like this;

Ø  Make sure you receive an apology, where this is appropriate;

Ø  Identify what we can do to make sure the problem doesn’t happen again.

Ø  Explain how you can escalate your complaint if you are not satisfied with the outcome.

Ø Provide you with a formal response and a copy of the relevant medical notes, as appropriate.

 

Complaining on behalf of someone else

Please note that we keep strictly to the rule 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 needed, unless they are incapable (because of illness) of providing this.

 

Right to complain

All clinical complaints are investigated by our senior clinician Dr David Buckle. He works at the surgery on Wednesdays only as he is also CCG Medical Director in Hertfordshire. If these arrangements result in a specific conflict of interest we will arrange for another clinician to investigate the complaint. Alternatively you have a right to complain directly to NHS England at :-

NHS England
PO Box 16738
Redditch
B97 9PT

By email to: england.contactus@nhs.net

Please state: ‘For the attention of the complaints team’ in the subject line.

By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

 

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

Getting it right

Being customer focused

Being open and accountable

Acting fairly and proportionately

Putting things right

Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Write: Millbank Tower, Millbank, London SW1P 4QP.

For our complete practice complaint policy please click the link below:

Practice Complaint Policy

 
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