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Complaints Procedure

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Complaints Procedure What to do if you are dissatisfied with the Outcome of your complaint If however you are ultimately not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the You may approach Health Watch Surrey for help Parliamentary and Health Service Ombudsman or advice; who make final decisions on unresolved Healthwatch Surrey provide confidential advice and complaints about the NHS in England. It is an support, helping you to sort out any concerns you may independent service which is free for everyone to have about the care we provide and guiding you use. through the different services available from the NHS. Please find below contact details for Healthwatch Contact Details of the Ombudsman: Surrey: Complaints The Parliamentary and Health Service Ombudsman Health Watch Surrey Millbank Tower The Annexe Procedure Millbank Lockwood Day Centre London Westfield Road Guildford SW1P 4QP The Fairlands Medical Centre GU1 1RR Tel: 0345 015 4033 Fairlands Avenue Tel: 0303 303 0023 Website: www.ombudsman.org.uk/make –a-complaint Worplesdon Guildford Email: [email protected] Surrey, GU3 3NA Tel: 01483 594250 You can also seek advice and support about making an NHS complaint from the Independent Health Advocacy Service, Surrey Independent Living Council Glaziers Lane Branch Surgery 19 Glaziers Lane Telephone: 01483 310 500 Normandy Surrey, GU3 2DD Text: 07704 265 377 Responsible Person for Complaints Tel: 01483 813274 Email: [email protected] Dr Christopher Lukaszewicz Post: Surrey Independent Living Council (SILC) Astolat Complaint Managers Coniers Way Please also see Guildford Dr Christopher Lukaszewicz (Clinical) separate Surrey Complaint Form GU4 7HL Mrs Isata Green (non-clinical) available at Reception Making a Complaint What We Do Next Complaining on Behalf of Someone Else and Sharing of Data We aim to settle complaints as soon as possible. Most problems can be sorted out quickly and We will acknowledge receipt of your written complaint with- We keep to the strict rules of medical and personal easily, often at the time they arise with the person in 3 working days of receiving it. Your complaint will be fully confidentiality. If you wish to make a complaint and you concerned and this may be the approach you try investigated and a response will be sent to you as soon as are not the patient, we will require a written first. possible. There is no fixed time limit to respond to your consent from the patient to confirm that they are Where you are not able to resolve your complaint complaint, however, we aim to fully respond to your com- unhappy with their treatment or our service and that you in this way and wish to make a formal complaint plaint within twenty working days of receipt. If the investiga- are authorised to act on their behalf. you should do so, preferably in writing as soon tion is likely to take longer than 20 working days, you will be Please ask at reception for our Complaint Form which as possible after the event and ideally within a informed accordingly in advance. contains a suitable authority for the patient to sign to few days, as this helps us to establish what hap- In order to help us deal with your concerns to your satisfac- enable the complaint to proceed. pened more easily. In any event, this should be: tion, you will be contacted to discuss and agree a plan for Where the patient is incapable of providing consent due managing your complaint and your expected outcome. Within 12 months of the incident, to illness or accident, it may still be possible to deal with When looking into a complaint, we attempt to see what or within 12 months of you discovering the complaint. Please provide the precise details of the happened and why, to see if there is something we can that there has been a problem. circumstances which prevent this in your covering letter. learn from this, and make it possible for you to discuss your Please note that we are unable to discuss any issue Please state your case clearly giving as much concerns with those involved if you wish to do so. You will relating to someone else without their express detail as you can. be invited to a face-to-face meeting with the person(s) con- permission, which must be in writing, unless the circum- cerned to attempt to resolve your complaint/concerns ami- If you are a registered patient, you can complain stances above apply. about your own care. You are unable to complain cably and locally. We may still need to correspond directly with the about someone else’s treatment without their If your complaint is about a GP or other clinicians, it will be patient, or may be able to deal direct with the third party, written authority. Please see the separate section investigated by the Senior Partner, Dr Chris Lukaszewicz and this depends on the wording of the authority in this leaflet. who is the Clinical Complaints Manager as well as the over- provided. We are able to provide you with a separate all complaint Manager for the Practice. When the investiga- complaint form to register your complaint and this tions are complete, you will receive a final response in Sharing of data with third parties includes a third-party authority form to enable a writing. Please note that, should a patient make a complaint, the complaint to be made by someone else. Please Where your complaint involves more than one organisation practice may need to (ONLY IF NECESSARY) ask at reception for this. (e.g. hospitals, community services etc), we will request provide information about the patient, and treatment that you contact these organisations directly so that you Please send your written complaint to: they have received, to insurers or legal advisers , should complaint is fully dealt with. However, we may need your the need arise. Mrs Isata Green, Practice Manager consent if we have to obtain information from other organi- sations when investigating your complaint at the Practice. The Fairlands Medical Centre Also, clinical advice may be sought from other third Where your complaint has been sent initially to an incorrect Fairlands Avenue parties where applicable. Worplesdon organisation, we may seek your consent to forward this to Guildford, Surrey the correct person to deal with the complaint. Please refer to our patients’ GDPR leaflet and notices GU3 3NA The final response letter will include details of the result of which can be found on our website. You can also your complaint and also your right to escalate the matter request a copy from our reception desk. further if you remain dissatisfied with the response. All complaints concerning the Complaint Managers will be passed on to another Senior Partner for investigations. .
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