If You Are Dissatisfied with the Outcome s1

If you are Dissatisfied with the Outcome Useful Contacts Complaints Procedure If you are not happy with our response (Stage NHS Somerset Clinical Commissioning 2) Group PALS Freepost RRKL-XKSC-ACSG, Yeovil, Somerset, We hope that you will contact our Practice Manager in BA22 8HR the first instance if you have been unhappy with any of our services. Telephone: 0800 0851 067 Email: pals@somersetccg,nhs.uk We believe that this is both quicker for all concerned and it gives us the best chance of putting right For independent advice and assistance with your whatever has gone wrong and so improve our service complaint, contact: to you. SEAP - The Independent Complaints Advocacy Service However, this does not affect your right to take the SEAP Hastings, Upper Ground Floor, Aquila matter further. If you remain unhappy with the House, Breeds Place response from our practice you may take the matter to the Parliamentary and Health Service Ombudsman Hastings, East Sussex, TN34 3UY whose details are on the back of this leaflet . Telephone: 0330 440 9000 Email: [email protected]

The Care Quality Commission, CQC National Correspondence, Citygate, Gallowgate , Newcastle upon Tyne, NE1 4PA, Telephone: 03000 616161

Our Complaints Manager is Mrs April Jefferson If you are still not satisfied with the outcome, then you may take your case to: The Parliamentary and Health Service Also see separate Complaints Form Ombudsman available at Reception Millbank Tower, Millbank, London, SW1P 4QP Telephone: 0345 015 4033 Email: [email protected]

Our practice procedure is not able to deal with questions of legal liability or compensation

D:\Docs\2018-04-23\09bdb0b93cbd5748005844a15ae4bdb1.docPage 1 of 2 Making a Complaint Else We look to settle complaints as soon as possible.

Most problems can be sorted out quickly and easily, We keep to the strict rules of medical and personal We will acknowledge receipt within 3 working days, often at the time they arise with the person concerned confidentiality. If you wish to make a complaint and are and aim to have looked into the matter within 10 and this may be the approach you try first. Just ask to not the patient involved, we will require the written working days. You may then receive a formal reply in speak to the Practice Manager if you are unhappy with consent of the patient to confirm that they are writing, or you may be invited to meet with the any aspect of the surgery. unhappy with their treatment and that we can deal with person(s) concerned to attempt to resolve the issue. If someone else about it. Where you are not able to resolve your complaint in the matter is likely to take longer than this we will let this way and wish to make a formal complaint you Please ask at reception for the Complaints Form which you know, and keep you informed as the investigation should do so, preferably in writing as soon as contains a suitable progresses. possible after the event and ideally within a few days, authority for the patient to sign to enable the complaint When looking into a complaint we attempt to see what as this helps us to establish what happened more to proceed. happened and why, to see if there is something we easily. In any event, this should be: can learn from this, and make it possible for you to Within 12 months of the incident, discuss the issue with those involved if you would like Where the patient is incapable of providing consent to do so. or within 12 months of you discovering that you giving due to illness or accident it may still be possible to deal as much detail as you can. with the complaint. Please provide the precise details of the circumstances which prevent this in your When the investigations are complete your complaint If you are a registered patient you can complain about covering letter. will be determined and a final response sent to you. your own care. You are unable to complain about someone else’s treatment without their written Where your complaint involves more than one authority. See the separate section in this leaflet. organisation (e.g. social services) we will liaise with Please note that we are unable to discuss any issue that organisation so that you receive one coordinated We are able to provide you with a separate relating to someone else without their express reply. We may need your consent to do this. Where complaints form to register your complaint and this permission, which must be in writing, unless the your complaint has been sent initially to an incorrect includes a third-party authority form to enable a circumstances above apply. organisation, we may seek your consent to forward complaint to be made by someone else. Please ask at this to the correct person to deal with. reception for this. You can provide this in your own format providing this covers all the We may still need to correspond direct with the patient, The final response letter will include details of the necessary aspects. or may be able to deal direct with the third party, result of your complaint and also your right to escalate and this depends on the wording of the authority the matter further if you remain dissatisfied with the Send your written complaint to: provided. response. Mrs April Jefferson Practice Manager Essex House Medical Centre 59 Fore St Chard Somerset TA20 1QA What we do next Complaining on Behalf of Someone D:\Docs\2018-04-23\09bdb0b93cbd5748005844a15ae4bdb1.docPage 2 of 2