Comments, compliments and complaints Policy

Please do let us know if you have any comments, suggestions or complaints about the service you have received.

We operate a practice complaints procedure that meets national criteria and ensures your views are recorded and, where appropriate, acted upon.

If you would like to make a complaint, please speak to Judith Milne our Practice Manager or complete an online complaints form below.

Make a Complaint

All other comments, views or suggestions are always welcome and help us to continue providing a high-quality service to all our patients. Please contact any member of staff with any comments you have to make.

Complaints Policy

1. Introduction

NHS General Practice is committed to providing high-quality care to our patients. We recognize that there may be occasions when patients are dissatisfied with our services. This policy outlines our approach to handling complaints and ensuring a fair and transparent resolution process.

2. Principles

• Patient-Centred Approach: We value patient feedback and treat complaints seriously, aiming to improve our services based on the insights gained.
• Transparency: We will handle complaints openly, ensuring complainants are kept informed about the progress and outcomes of their complaint.
• Confidentiality: All complaints will be treated confidentially, in accordance with relevant data protection regulations.
• Fairness and Impartiality: Complaints will be investigated and resolved impartially, without bias, by individuals not directly involved in the subject of the complaint.
• Learning and Improvement: We will use complaints as opportunities for learning, identifying areas for improvement, and making necessary changes.

3. Process

Step 1: Informal Resolution

• Patients are encouraged to raise their concerns informally with the Reception Manager, Deputy Practice Manager or Practice Manager. Many concerns can be resolved quickly and effectively through open communication.
• Staff should actively listen, offer solutions where possible, and escalate the issue if necessary.

Step 2: Formal Complaint

• If the issue remains unresolved, patients may proceed with a formal complaint. Complaints can be made in person, by phone, in writing, or via email.
• The Complaints Manager will acknowledge receipt of the complaint within 3 working days.
• The Complaints Manager will initiate a thorough investigation, involving relevant staff members and avoiding conflicts of interest.

Step 3: Investigation and Resolution

• A written response will be provided within 40 working days, addressing the concerns raised and outlining any actions taken or proposed.
• If further investigation is needed, the complainant will be informed of the delay, along with an expected timeframe for resolution.

Step 4: Escalation

• If the complainant is dissatisfied with the response, they have the right to escalate the complaint to the Parliamentary and Health Service Ombudsman.

4. Monitoring and Reporting

• Complaints will be logged and tracked, contributing to data-driven insights for service improvement.
• An annual report summarizing the number and types of complaints, actions taken, and lessons learned will be provided to the practice team, and relevant authorities.

5. Training

• Staff members will receive training on handling complaints, ensuring consistent and empathetic responses.

6. Review

• This policy will be reviewed annually to ensure it remains aligned with current guidelines and regulations.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party and this depends on the wording of the authority provided.

Service provider complaints

For complaints about independent contractor services, such as GPs, dentists, pharmacies and opticians, please contact:

NHS Lancashire and South Cumbria Integrated Care Board (ICB)

If you feel you can’t do this, or would prefer not to, then please contact the NHS Lancashire and South Cumbria Integrated Care Board (ICB) customer care team, who can also provide you with a copy of our complaints procedure, if required.

Patient Advice and Liaison Service (PALS)

Lancashire and South Cumbria Patient Advice and Liaison Service (PALS) is a free and confidential service for anyone who has concerns about aspects of care that you, a friend or family member has received. PALS are here to help you identify what to do, where to go and who to speak to for support.

How to contact PALS

• Freephone: 0800 234 6088
• Telephone: 01772 676 028

Patient Advice and Liaison Service
Lancashire and South Cumbria NHS Foundation Trust
Sceptre Point
Preston
PR5 6AW.

They are available Monday to Friday, 9am to 5pm. If you need to contact them outside of these hours you can leave a confidential message on there answer machine, or alternatively email them and a member of the team will contact you as soon as possible.

Health Service Ombudsman

If you are unhappy with the way we have handled your complaint, we will undertake further investigation to resolve it to your satisfaction. However, if you are still not happy, you can report it to the health service ombudsman.

The parliamentary and health service ombudsman may investigate complaints on your behalf, but only if your complaint has already been investigated at a local resolution and independent review level. There is no charge for this service and the ombudsman is completely independent of the NHS.

Visit the The parliamentary and health service ombudsman website

Independent advice

If you require independent advice about the complaints process, there is a service called Advocacy Access for all advocacy-related issues/enquiries, aimed at both members of the public and professionals.

Visit the NHS Lancashire and South Cumbria Integrated Care Board (ICB) for more details

Confidentiality

You don’t ever need to worry about the service you receive in future being adversely affected because you have made a complaint. We take all comments seriously and only ever use the information to review our services and make improvements, where needed.