Alvaston Medical Centre is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
TELL US ABOUT OUR SERVICE BY COMPLETING THE COMMENTS FORM
- Could you easily get through on the telephone?
- Did we listen?
- Were the staff helpful and courteous?
- Did you receive a good service?
- How likely are you to recommend your practice to friends and family?
PRACTICE COMPLAINTS PROCEDURE
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
Note: If you make a complaint it is practice policy to ensure you are not discriminated against or subjected to any negative effect on your care, treatment or support.
HOW TO COMPLAIN
In the first instance please discuss your complaint with the staff member concerned or ask to see our Reception Supervisor. Where the issue cannot be resolved at this stage, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint. If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- Within 6 months of the incident that caused the problem OR
- Within 6 months of discovering that you have a problem, provided this is within 12 months.
- Ascertain the full circumstances of the complaint
- Make arrangements for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate.
- Identify what the practice can do to make sure the problem does not happen again
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that Alvaston Medical Centre keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
COMPLAINING TO OTHER AUTHORITIES
The practice management team hope that if you have a problem you will use the practice complaints procedure, outlined above. However, if you feel you cannot raise your complaint with us or you are dissatisfied with the response received from us, you can contact any of the following bodies:
By post: NHS England, PO Box 16738, Redditch, B97 9PT
By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
By email: email@example.com with "For the attention of the complaints team" in the subject line
NHS COMPLAINTS ADVOCACY
Available to help you to make a complaint about your NHS care:
Derby Citizens Advice and Law Centre (CA&LC) help people by providing free, independent and confidential advice. They can be contacted at:
Derby Citizens Advice and Law Centre (CA&LC)
First Floor, Stuart House
Derby, DE1 1RS
Derbyshire Mind Advocacy Services have been commissioned by Derbyshire County Council to provide NHS Complaints Advocacy for Derbyshire residents from 1 April 2016.
Derbyshire Mind Advocacy Services
Derby, DE22 3LZ
Call: 01332 623732
For more information and advice on how to leave feedback or raise concerns you can contact:
Telephone: 0300 456 2370
Healthwatch Derby City
Telephone: 01332 643988
As a last resort, if you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.
Telephone: 0345 015 4033
Textphone (Minicom): 0300 061 4298
The Parliamentary and Health Service Ombudsman
London, SW1P 4QP
CONTACTING THE CARE QUALITY COMMISSION
If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: www.cqc.org.uk
PATIENT PARTICIPATION GROUP (PPG)
The purpose of the PPG is to review feedback from service users. We meet a few times a year to ensure that patients and carers are involved in decisions about the range, shape and quality of services provided by our practice. Would you like to join us? Let us know at Reception. Please note: meetings are not arranged to discuss personal complaints.