OTHER AUTHORITY BODIES OMBUDSMAN If you are not happy with the response from this

In the first instance we hope that you will use the practice you can refer your complaint to the

Practice Complaints Procedure if you have a problem. Parliamentary and Health Service Ombudsman who We believe this will give us the best opportunity of investigates complaints about the NHS in . putting right whatever has gone wrong and an opportunity to improve our practice. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or http://www.ombudsman.org.uk or If you feel you cannot raise your complaint with us or Textphone (Minicom): 0300 061 4298 are dissatisfied with the result of the investigations then please contact: The Welby Practice - Surgery Locations Main Surgery NHS England 25 Walford Close Complaints Complaints Manager Bottesford Notts NG13 0AN PO Box 16738, Redditch, B97 9PT Tel: 01949 842325 Fax: 01949 844211 Tel: 0300 3112233 and Email: [email protected] Belvoir Vale Surgery Let the (when emailing clearly state FAO Complaints Manager) 17a Walford Close Bottesford Pl POhWER Notts NG13 0AN Comments PO Box 14043, Birmingham, B6 9BL Tel: 01949 842341 Fax: 01949 844209 Tel: 0300 200 0084 Email: [email protected] Harlaxton Surgery Website: www.pohwer.net Swine Hill Leafletwww. This is a free, confidential service and independent Harlaxton from the NHS Lincs NG32 1HT PARTNERS

Tel: 01476 563881 Fax: 01476 574392 Dr James Thompson Lincolnshire PALS Bridge House, Unit 16, The Point, Lions Way Waltham Surgery Simon Richardson Sleaford, NG34 8GG Lane Tel: 0845 602 4384 Waltham on the Wolds Please Take a Copy Email: [email protected] Leics LE14 4AB CONTACTING THE CARE QUALITY COMMISSION Tel: 01664 464232 Fax: 01664 464380 If you have a genuine concern about a staff member or You can send your written regulated activity carried on by this Practice then you complaint or comment to: can contact the Care Quality Commission on 03000 Emma Gardner, The Welby Practice, 25 Walford www.welbypractice.co.uk Close, Bottesford, Notts NG13 0AN 616161, or alternatively visit their website: http://www.cqc.org.uk or alternatively complete this leaflet (Updated – October 2019)

MAKING A COMPLAINT COMPLAINING ON BEHALF OF COMPLAINTS AND COMMENTS Most problems can be sorted out quickly and easily, SOMEONE ELSE FORM often at the time they arise with the person concerned and this may be the approach you try first. Where you Name:______We keep to the strictest rules of confidentiality and if are not able to resolve the complaint in this way and Address:______wish to make a formal complaint you should do so, you wish to make a complaint but are not the patient ______preferably in writing, as soon as possible after the involved we will require permission from the patient event and ideally within a few days, as this helps us to concerned. Where the patient is incapable of ______establish what happened more easily. In any event this providing consent due to illness or accident it may still should be: be possible to deal with the complaint. Telephone:______ Within 12 months of the incident Date of complaint / comment:______Please note we are unable to discuss any issue relating  within 12 months of you discovering that you have to someone else without their express permission, Details:______a complaint and giving as much details as you can which must be in writing, unless the above ______If you are a registered patient you can complain about circumstances apply. your own care. You are unable to complain about ______someone else’s treatment without their written ______consent. See the separate section in this leaflet. COMMENTS ______WHAT WE DO NEXT LET US KNOW YOUR VIEWS ______We look to settle complaints as soon as possible. We ______will acknowledge receipt within three working days We are always looking for ways to improve the services ______and aim to have looked into the matter within ten we offer to our patients. Any ideas and suggestions working days. you may have about the practice and the development ______of our services. You may then receive a formal reply in writing, or you ______may be invited to meet in an attempt to resolve the  Did your telephone call to the practice get ______issue. If the matter is likely to take longer than this we answered quickly and efficiently? will let you know and keep you informed as the  Did you get seen within 20 minutes of your ______investigation progresses. scheduled appointment time? ______ Was the staff helpful and courteous? ______When investigating a complaint we attempt see what happened and why, make arrangement to discuss the The Welby Practice is actively seeking for patients to ______problem with those concerned, identify what the join our Patient Participation Group too. practice can do to ensure this does not happen again. ______

______When the investigations are complete your complaint will be determined and a response sent to you. Signed:______