East Bridgford Medical Centre

EAST BRIDGFORD MEDICAL CENTRE  Make sure you receive an apology, where this is appropriate; Practice complaints procedure  Identify what we can do to make sure the problem If you have a complaint or concern about the service you have doesn’t happen again. received from the doctors, nurses, or any of the staff working in this practice, please let us know. We operate a practice We will respond to your complaint within 15 working days. More complaints procedure as part of the NHS system for dealing with complex complaints may take us longer to investigate but will complaints. Our complaints system meets the national criteria. provide you with a progress update every four weeks.

How to complain Complaining on behalf of someone else We hope that most problems can be sorted out easily and Please note that we keep strictly to the rules of medical quickly, often at the time they arise and with the person confidentiality. If you are complaining on behalf of someone concerned. If your problem cannot be sorted out in this way and else, we have to know that you have his or her permission to do you wish to make a complaint, we would like you to let us know so. A letter of authorisation signed by the person concerned will as soon as possible – ideally within a matter of days or at most a be needed, unless they are incapable (because of illness) of few weeks, because this will enable us to establish what providing this. happened more easily. If it is not possible to do that, please let us have details of your complaint: Complaining to NHS England  Within 6 months of the incident that caused the problem; NHS England is the local government body responsible for the or quality of care provided at GP practices. We hope that, if you do  Within 6 months of discovering that you have a problem, have a problem, you will use our own complaints procedure. provided that this is within twelve months of the incident. We believe this will give us the best opportunity of putting right whatever has gone wrong and an opportunity to improve our Complaints should be addressed to the Practice Manager, either practice. However, this does not affect your right to approach orally, in writing or electronically. The complaints procedure will the NHS England if you feel you cannot raise your complaint be explained to you and your concerns will be dealt with with us or you are unsatisfied with the result of our investigation. promptly. It will be a great help if you are as specific as possible about your complaint. You should address your letter to: The Complaints Manager, NHS England, Birch House, Ransom What we will do Wood Business Park, Southwell Road West, Mansfield, We will acknowledge your complaint within three working days Nottingham NG21 0HJ Tel: 0300 300 1234 of the date when you raised it with us. We will investigate the events that have led to your complaint and then be in a position If you require assistance in making your complaint you may to offer you an explanation. When we look into you complaint, contact POHWER NHS Complaints Advocacy on we will aim to: Tel: 0300 456 2370 or via their website: www.pohwer.net  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; If you are not satisfied, you have the right to take your complaint to the Health Service Ombudsman. The ombudsman is independent of government and the NHS. The service is confidential and free. There are limits for taking a complaint to the Ombudsman, although they can waive them if they feel there is good reason to do so.

If you have any questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can EAST BRIDGFORD MEDICAL contact their helpline on 0345 015 4033, email CENTRE [email protected] or fax 0300 061 4000. Further information about the Ombudsman is available at www.ombudsman.org.uk. 2 Butt Lane You can write to the Ombudsman at: The Parliamentary and Health service Ombudsman, Millbank Tower, Millbank, London, East Bridgford SW1P 4QP. Nottingham If you need any help or advice to make your complaint to the NG13 8NY Ombudsman you can contact your local Independent Complaints Advisory Service (ICAS). ICAS provides independent advocacy for people who have a complaint against the NHS. Their address is ICAS, Unit 2.1., Clarendon Business Tel: 01949 20216 Park, Clumber Avenue, Nottingham NG5 1AH. Tel: 0300 456 8347 Fax: 01949 21283

COMMENTS AND SUGGESTIONS

We have a Suggestion box in reception where you can deposit your comments or suggestions, and you can hand YOUR them to our receptionists or dispensers. You can also comment through our web-site COMMENTS, SUGGESTIONS www.eastbridgfordmedicalcentre.co.uk or you can write to the Practice Manager at the surgery address. AND COMPLAINTS

Published by Drs Scaffardi, Stewart and Cope. Revised January 2015.