Compliments and Complaints We
hope you will be pleased with the service we provide. We would be delighted to
accept any compliments from our patients. We always try to
give the best service possible, but there may be times when you feel this has
not happened. This procedure explains what to do if you have a complaint or concern
about the service you have received from a doctor or any of the staff at the surgery. How
To Complain We hope that most problems can be sorted
out easily and quickly, 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. This will enable us to establish
what happened more easily. Your complaint should be submitted within 12 months
of the incident that caused the problem or within 12 months of discovering that
there is a problem. You should address your complaint either
verbally or in writing to: Mrs Sarah Backhouse
Practice
Manager
The Surgery
Barnhay
Bampton
Tiverton
Devon
EX16 9LN
Tel:
01398 331304
She will make
sure that your concerns are dealt with promptly and in the correct way. We
need to have details of your complaint in order that we can:
Find out what happened and what went wrong. Identify
what we can do to ensure the problem doesn't happen again Make
sure you receive an apology, if this is appropriate
Please
note that we have to respect our duty of confidentiality to patients and if you
are complaining on behalf of someone else, you must have their permission to do
so. Complaints' Procedure We
shall acknowledge your complaint within 3 working days and aim to have this fully
investigated within 10 working days of the date of receipt. If we expect it to
take longer, we will explain the reason for the delay and tell you when we expect
to finish. You will receive a final letter setting out the result of any Practice
investigations. We hope that if you have a problem you will
give us an opportunity to investigate your complaint by using our complaints'
procedure. If however you feel the matter cannot be dealt with by the Practice,
you may wish to complain directly to NHS Devon:
PALS
provide confidential advice and support, helping you to sort out any concerns
you may have about the care we provide and guiding you through the different services
available from the NHS. Taking Your Complaint
Further If you remain dissatisfied with our response
to your complaint, you may refer the matter to: The
Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P
4QP Tel: 0345 0154033 www.ombudsman.org.uk
|