Complaints
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. Where the issue cannot be resolved at this stage, please contact Mandy Peberdy 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 12 months of the incident that caused the problem
OR
- Within 12 months from when the complaint comes to your notice
The practice will acknowledge your complaint within three working days. The practice will arrange to speak with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.
When the practice looks into your complaint it aims to:
- Ascertain the circumstances of the complaint
- Make arrangements to discuss the problem with those concerned, if you would like this
- Ensure that you receive an apology, where this is appropriate
- Identify what the practice can do to make sure that the problem does not happen again
PALS, ICAS & OMBUDSMAN
PATIENT ADVISORY LIAISON SERVICE (PALS)
PALS provide a confidential on-the-spot advice and support service, helping you to deal with any concerns you may have about the care provided and can guide you through the different services available from the NHS. They are not part of the complaints process, however, they may not be able to resolve your concerns informally.
PALS Lincolnshire Website: www.lincspals.nhs.uk
POhWER
You can get help in making a complaint from an organisation called POhWER. POhWER is a free, confidential service and is independent of the NHS. POhWER Lincolnshire Website
OMBUDSMAN
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. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or through the Ombudsman’s website or Textphone (Minicom): 0300 061 4298
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that Vine House Surgery 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. However, if you feel you cannot raise your complaint with us you can make your complaint to NHS England as commissioner of the NHS Service in England.
To make your complaint to NHS England you can either call them on 0300 311 2233, write to them at PO Box 16738, Redditch B97 9PT or email [email protected].
POhWER – NHS Complaints Advocacy Service can support you to make your complaint whether you choose to complain to us direct or to NHS England and can be contacted by:-
Telephone: 0300-200-0084.
Email: [email protected]
Or in writing to:
P.O. Box 14043,
Birmingham, B6 9BL
You can also speak to:-
PALS
Telephone: 0845-602-4384
Email: [email protected]
Parliamentary and Health Service Ombudsman
Telephone number: 0345 015 4033
Email: [email protected]
Address: Millbank Tower
Millbank
London
SW1P 4QP
