Comments, compliments and complaints
A guide to giving your feedback on Bridgnorth Medical Practice
We are always looking at ways to improve our services and ensure that you have the best possible experience with the NHS. You can help us to get it right by telling us what you think of the services delivered by Bridgnorth Medical Practice.
This leaflet tells you what to do if you wish to comment, compliment or complain about services provided by Bridgnorth Medical Practice. We will do all we can to help and assist you through the process.
Compliments and comments
We want to hear from you if you are particularly pleased with the service you have received from an individual or team within the Practice and wish to pass on your thanks or praise. If you can tell us what we do well, or suggest improvements, we can give others a better service too. We will ensure that compliments reach the individuals concerned. If it is appropriate, we will also share your comments with other colleagues.
We also want to hear from you with any comments you have about any of our services or any suggestions for ways we can improve. When you make a comment we will discuss it to decide if any action or learning is required.
Complaints
We always try to give a good service but sometimes things go wrong. You can help us make changes by telling us about what is wrong and how you would like us to put it right.
You may want to complain about:
- A service
- Any action, attitude or behaviour of a member of staff which has affected you or someone close to you
Please get in touch with the Practice Manager if you need help or support in using our procedure, or if you need the information in another format.
How to complain
You should discuss any comments or concerns with the person providing the service for example a nurse, doctor etc or ask to see the Practice Manager. If you would prefer to speak to someone separate from the Practice, you can contact the Complaints Manager of Shropshire County Primary Care Trust ( PCT) who commission services from the Practice. You can also contact the Patient Advice and Liaison Service(PALS) at the PCT (contact details on page 3)
PALS aims to :
- Help to sort out problems informally and quickly on your behalf
- Provide advice or refer patients, families and carers to other agencies where appropriate
- Advise on the complaints procedure if necessary
- Feedback to the PCT on common themes and concerns and bring about improvements and change
Alternatively you can contact the Practice Manager directly in writing, by email or via the telephone (contact detail on Page 3). This should be made within 12 months from the date on which the matter occurred, or from when the matter first came to your attention.
What happens once you have made a complaint?
There are two stages for dealing with NHS and social care complaints
Stage One ; Local resolution
- When you make a complaint you will receive an acknowledgement within three working days from the Practice Manager. This letter will explain how the complaint will be handled and the timescales for investigation.
- You may be invited in to discuss your complaint.
- If you making the complaint on behalf of a patient we will need to satisfy ourselves that you have the authority to do so as we need to respect our patient’s right to confidentiality.
- An investigation will be carried out by the Practice Manager. A letter will be sent to you explaining the process of investigations and findings, including details of any action taken or recommended to prevent a recurrence of the problem
- If more time is needed to complete the investigation we will contact you to let you know why this is needed and will discuss new deadlines
- If you have any questions about the response to your complaint, you can contact either the Practice Manager or the PALS team for clarification
Stage Two: Ombudsman
If you are not satisfied with the findings of the local investigation you may wish to contact the Health Service Ombudsman (contact details on Page 3). The Health Service Ombudsman is completely independent of both the NHS and of the Government. They can investigate complaints about NHS services and complaints about how the complaints procedure is working. The Ombudsman does not have to investigate every complaint put to them and they will not usually take on a case which has not first been through the NHS complaints procedure.
Useful contacts
Practice Manager
Diane Marshall
Bridgnorth Medical Practice
Northgate Health Centre
Northgate
Bridgnorth
WV16 4EN
Tel: 01746 767121
Email: bridgnorth.medicalpractice@nhs.net
Patient Advice and Liaison Service (PALS)
PALS Co-ordinator
Oak Lodge
William Farr House
Mytton Oak Road
Shrewsbury
SY3 8XL
Freephone 0800 0321107
Direct 01743 277662
Email: soma.moulik@shropshirepct.nhs.uk
Complaints Manager
Shropshire County PCT
William Farr House
Mytton Oak Road
Shrewsbury
SY3 8XL
Direct 01743 277662
Health Service Ombudsman
The Parliamentary and health service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk