If You Are Dissatisfied with the Outcome

If you are Dissatisfied with the Outcome Groby Road Medical Centre

Please contact NHS England who will fully Complaints Procedure investigate your complaint and our handling of this. The contact details are:

By telephone: 0300 311 22 33 (Monday to Friday 8am to 6pm)

By post: NHS England, PO Box 16738, Redditch, B97 9PT

By email: [email protected]

You also have the right to approach the Ombudsman. The contact details are: By telephone: 0345 015 4033 By post: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank LondonSW1P 4QP 9 Groby Road Website: www.ombudsman.org.uk Leicester LE3 9ED

Tel: 0116 253 6263 The Independent Complaints Advocacy Service offer support, their telephone number is: 0300 456 Fax: 0116 262 4180 8347 www.grobyroadmedicalcentre.com Making a Complaint What we do next Complaining on Behalf of Someone Else Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned We look to settle complaints as soon as possible. We keep to the strict rules of medical and personal and this may be the approach you try first. confidentiality. If you wish to make a complaint and We will acknowledge receipt within 3 working days, are not the patient involved, we will require the written Where you are not able to resolve your complaint in and aim to have looked into the matter within 10 consent of the patient to confirm that they are this way and wish to make a formal complaint you working days. You may then receive a formal reply in unhappy with their treatment and that we can deal should do so, preferably in writing as soon as writing, or you may be invited to meet with the with someone else about it. possible after the event and ideally within a few days, person(s) concerned to attempt to resolve the issue. If as this helps us to establish what happened more the matter is likely to take longer than this we will let Please ask at reception for the Complaints Form easily. In any event, this should be: you know, and keep you informed as the investigation which contains a suitable authority for the patient to Within 12 months of the incident, progresses. sign to enable the complaint to proceed. or within 12 months of you discovering that you giving When looking into a complaint we attempt to see what Where the patient is incapable of providing consent as much detail as you can. happened and why, to see if there is something we due to illness or accident it may still be possible to can learn from this, and make it possible for you to deal with the complaint. Please provide the precise If you are a registered patient you can complain about discuss the issue with those involved if you would like details of the circumstances which prevent this in your your own care. You are unable to complain about to do so. covering letter. someone else’s treatment without their written When the investigations are complete your complaint Please note that we are unable to discuss any issue authority. See the separate section in this leaflet. will be determined and a final response sent to you. relating to someone else without their express We are able to provide you with a separate permission, which must be in writing, unless the Where your complaint involves more than one complaints form to register your complaint and this circumstances above apply. organisation (e.g. social services) we will liaise with includes a third-party authority form to enable a that organisation so that you receive one coordinated We may still need to correspond direct with the complaint to be made by someone else. Please ask at reply. We may need your consent to do this. Where patient, or may be able to deal direct with the third reception for this. You can provide this in your complaint has been sent initially to an incorrect party, and this depends on the wording of the your own format providing this covers all the organisation, we may seek your consent to forward authority provided. necessary aspects. this to the correct person to deal with. Send your written complaint to our complaints The final response letter will include details of the manager: result of your complaint and also your right to escalate Susan Stansfield the matter further if you remain dissatisfied with the response. Groby Road Medical Centre 9 Groby Road Leicester LE3 9ED