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 the NHS system for dealing with complaints.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time that it arises and with the person concerned. If this is not possible 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. Complaints should be addressed to our Practice Manager, or you may wish to make an appointment in order to discuss your concerns. They will explain the complaints procedure to you and will ensure your concerns are dealt with promptly. It will be of great help if you are as specific as possible about your complaint.
What we shall do
We shall acknowledge your complaint as quickly as possibly and aim to have investigated your complaint within 28 working days of the date you raised it with us. We should then be able to offer an explanation or a meeting with the people involved if appropriate. We shall aim to:
1. Find out what happened and what went wrong;
2. Make it possible for you to discuss the problems with those concerned, if it is deemed appropriate.
3. Make sure you receive an apology, where this is appropriate.
4. Identify what we can do to prevent it happening again.
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. A note signed by the person concerned will be needed, unless they are incapable (because of illness, or disability) of providing this.
Right of appeal
It is a recognised within conflict resolution processes that not all complaints reach a mutual consensus. Whilst all efforts may-be made to offer a full explanation and/or apology this sometimes isn’t agreeable to either party. If this stage is reached the complainant will have a right in this policy to ask that it is referred onwards to the Senior Partner for review.
The Senior Partner, on behalf of the owners of the medical Centre, will have the final decision as to whether there is any further action necessary.
Patients Liaison Service
Help and further guidance is available on making complaints about any interactions within the NHS from the Patient’s Liaison Service, which is based locally at Wycombe Hospital.