We aim to provide the highest possible standards of care and service to all our patients, and we are always looking for ways to improve. We want you to tell us what we do best and where we don’t meet your expectations, together with any ideas and suggestions you may have.
If a problem does occur, we hope that this can be sorted out easily and quickly, at the time the problem arises and with the person concerned. If however this is not the case, please ask to speak to the Operational Manager, or the Practice Manager in her absence.
If your problem cannot be sorted out in this way and you wish to make a complaint, please let us know as soon as possible, ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.
If it is not possible to do that, please let us havedetails of your complaint either:
- Within 12 months of the incident that caused the problem(s) or
- Within 12 months of discovering that you have a problem
If you would like a form to register your concern or query, please ask at Reception or click on the link below.
You also have the option to make your complaint to NHS England on 0300 311 2233, or via email to: firstname.lastname@example.org or by post to:
NHS England, P.O Box 16738, Redditch B97 9PT
What we shall do?
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.
If your complaint or query is about a service over which we do not have direct control we may forward it to someone else. We will always let you know when this happens.
When we look into your complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned if you would like this
- Make sure you receive an apology, where appropriate
- Identify what we can do to make sure the problem doesn’t happen again.
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we will need to have their written consent for you to do so. Please ask if you require additional information.
If you would like further support with your complaint or you wish to discuss matters with an independent body you can contact Derbyshire Mind on 01332 623732; see their website at: www.derbyshiremind.org.uk
In addition, local Healthwatch Derby is a new independent organisation created to gather and represent the views of the public. See their website for more information at: www.healthwatchderby.co.uk
If you are still not satisfied
We hope that if you have a problem you will use our practice complaint procedure. We believe this will give us the best chance of putting any problem right. We aim to resolve all complaints within the Practice but if you are not satisfied with the outcome you have the right to request a further review by the Health Service Ombudsman: tel: 0345 015 4033; fax no: 0300 061 4000, or write to: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or see the website at: www.ombudsman.org.uk