Draft Complaints Procedure Patient Information

Park View Surgery - Complaints Procedure Patient Information

Dr Judith Irving (3470808) Park View Surgery Dr Julia Smith (3663343) Haverflatts Lane Dr Jim Hacking (4326292) MILNTHORPE Dr Jon Rylance (4427708) Cumbria LA7 7PS Dr Heather Wood (6057905) Tel: 01539 71 55 55 Fax: 015395 63802

Branch Surgery – 21 New Street, CARNFORTH, LA5 9BX www.parkviewsurgery.org.uk

COMMENTS AND COMPLAINTS PROCEDURE – PATIENT INFORMATION

Everyone at Park View Surgery strives to deliver high quality patient care at all times and in all areas of patient contact. We appreciate however that there may be instances where the patient (or their nominated representative) is unhappy with the service received in spite of our efforts.

Comments In order to review, attain and maintain high standards of care, feedback is needed from those to whom the care is delivered. We therefore welcome feedback from our patients, especially as investigations leading from it can result in improvements in our working practices.

Complaints We hope you will never have cause for serious complaint, but if you do our complaints procedure is aimed at local and mutually satisfactory resolution of problems. Our patients or their nominated representatives have the right to complain about any aspect of our service with which they are unsatisfied. Please ask at reception should you wish to discuss any part of this document with the Practice Manager, Mrs Sue Evans.

Complaints Procedure

1. How complaints can be made

Complaints may be received in writing or orally. Where a patient is unable to communicate a complaint by either means on their own then arrangements will be made to facilitate the giving of the complaint.

2. Persons who can complain

Complaints can be made by patients, former patients, someone who is affected, or likely to be affected, by the action, omission or decision of individuals working at the practice, or by a representative of a patient who is incapable of making the complaint themselves.

When a complaint is made on behalf of a child, there must be reasonable grounds for the complaint being made by the representative rather than the child, and the complaint must be made in the best interests of the child.

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3. Time limit for making a complaint

Complaints can be made up to 12 months after the incident that gave rise to the complaint, or from when the complainant was made aware of it. Beyond this timescale it is at the discretion of the practice as to whether to investigate the matter.

4. Initial handling of complaints

4.1. When a patient wishes to make an oral complaint then the Practice Manager will offer to meet the complainant in private to make an assessment of the complaint. The complainant may be accompanied at this meeting.

4.2. If the complaint is resolved at this meeting then it will be recorded in the complaints register and the implicated staff member told about the details of the complaint.

4.3. When the complaint can not be resolved the patient will be asked to make a written complaint which will be recorded in the complaints register.

4.4. The Practice Manager will acknowledge a written complaint in writing within 3 working days, stating the anticipated date by which the complainant can expect a full response.

5. Investigation of complaint

5.1. The Practice Manager will discuss the complaint with the implicated member(s) of the practice team to establish their recollection of events. If the complaint is against the Practice Manager, then the complaint is to be referred to a Partner for investigation.

5.2. The complainant will be invited to a meeting to discuss the complaint with the Practice Manager (they may be accompanied at this meeting). If appropriate and with prior consent from the complainant the implicated member(s) of the practice about can be present at that meeting. Minutes will be taken.

5.3. The timescale to respond (maximum of 6 months) is to be agreed with the complainant at that meeting and documented in the complaints register.

5.4. The full response to the complainant, signed by Practice manager and or GP Partner will include:

 An explanation of how the complaint was considered;

 The conclusions reached in relation to the complaint and any remedial action that will be needed;

 Confirmation as to whether the practice is satisfied that any action has been taken or will be taken.

D:\Docs\2017-12-16\0fb5d3db533c8354a7db80e0c1b87e31.doc Page 2 of 3 Park View Surgery - Complaints Procedure Patient Information 5.5. If it is not possible to send the complainant a response in the agreed period we will write to the complainant explaining why, then a response will be sent to the complainant as soon as is reasonably practicable.

5.6. It is sincerely hoped that any complaint about the Practice can be dealt with locally, by those responsible for ensuring patient care and delivery of services within the Practice. If the complainant is dissatisfied with the handling of the complaint then they may contact any of the following organisations.

 The Independent Complaints Advocacy Service (ICAS) in Carlisle Tel: 01228 538267

 Complaints Department, NHS Cumbria, Lonsdale Unit, Penrith Hospital, Bridge Lane, PENRITH, CA11 8HY.

 NHS England is the commissioner of GP services and can be contacted as follows.

NHS England, PO Box 16738, Redditch, B97 9PT Tel: 0300 311 22 33 Email: [email protected]

 The Health Service Ombudsman is completely independent of both the NHS and Government and can be contacted as follows.

Health Service Ombudsman, Millbank Tower, Millbank, LONDON, SW1P 4QP Tel: 0345 015 4033 Email: [email protected]. Web www.ombudsman.org.uk

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