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. See below for contact details.
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 (see below). 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.
You can use this online form to contact the Surgery.
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.
· 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.
Practice Manager
Ann Doherty
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 497093
Email: soma.moulik@shropshirepct.nhs.uk
Complaints Manager
Shropshire County PCT, William Farr House,
Mytton Oak Road,
Shrewsbury,
SY3 8XL
Direct 01743 497093
Health Service Ombudsman
The Parliamentary and health service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP
Tel: 0345 015 4033