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Let the Practice Know Your Views Tell Us About Our Let the practice know your views How to complain Comments form The De Parys Group is always looking for ways to im- In the first instance please discuss your complaint prove the services it offers to patients. To do this with the member of staff concerned. Where the issue Name:—————————————————–- effectively, the practice needs to know what you cannot be resolved at this stage, please contact one Address:————————————————–— think about the service you receive. Tell us what we of the Team (Janet Griffin at Pemberley, Carolyn Boyd do best, where we don’t meet your expectations at De Parys or Angela Sloan at Goldington) who will ————————————————————— plus any ideas and suggestions you might have. Only try to resolve the issue and offer you further advice by listening to you can the practice continue to build on the complaints procedure. If your problem cannot ———————————————————— and improve upon the service it offers. be resolved at this stage and you wish to make a for- Telephone:——————————————— Tell us about our service by completing the mal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the comments form in this leaflet Comment:———————————————— practice to get a clear picture of the circumstances Could you easily get through on the phone? surrounding the complaint. If it is not possible to raise ————————————————————— Did you get an appointment with the practitioner your complaint immediately please let us have details ————————————————————— you wanted to see? of your complaint within the following timescales: Were you seen within 20 minutes of your scheduled Within 12 months of the incident that caused the ————————————————————— appointment time? problem OR within 12 months of discovering that you have a problem. ————————————————————— Were our staff helpful and courteous? We will send you a copy of our complaints form which ————————————————————— If you have a complaint about the service you have we will acknowledge within 3 working days. When we received from any member of staff working in this write to you we will suggest an appropriate action ————————————————————— practice, please let us know. The practice operates a plan and a timescale for dealing with your complaint complaints procedure as part of the NHS system for ————————————————————— as speedily and efficiently as possible. dealing with complaints. Our complaints system ————————————————————— meets national criteria. When the practice looks into your complaint it aims to ascertain the full circumstances of the complaint; Note: If you make a complaint it is practice policy to ————————————————————— make arrangements for you to discuss the problem ensure you are not discriminated against, or subject- with those concerned if you would like this; make ————————————————————— ed to any negative effect on your care, treatment or sure you receive an apology, where this is appropri- support. ate; identify what the practice can do to make sure ————————————————————— the problem does not happen again. ————————————————————— Complaining on behalf of someone else Ombudsman Please note that The De Parys Group keeps strictly As a last resort, if you are not happy with the re- Complaints and to the rules of medical confidentiality. If you are sponse from this practice, you can refer your com- Comments leaflet complaining on behalf of someone else, the practice plaint to the Parliamentary and Health Service om- needs to know that you have their permission to do budsman who investigates complaints about the Let the practice know your views so. NHS in England. You can call the Ombudsman’s Complaints Helpline on Please ask at reception for details. 0345 015 4033 or The De Parys Group Complaining to other authorities http://www.ombudsman.org.uk De Parys – 23 De Parys Avenue – Bed- The Practice Management Team hope that if you ford – MK40 2TX – 01234 351022 have a problem you will use the Practice complaints Or Textphone (minicom) 0300 061 4298 procedure. However, if you feel you cannot raise Pemberley– 32 Pemberley Avenue – your complaint with us, or you are dissatisfied with Bedford – MK40 2LA – 01234 351051 CQC. You may also share your experiences with Care the response from us, you can contact either of the following bodies: Quality Commission at 03000 616161 or Goldington– 2 Goldington Road – Bedford – MK40 3NG – 01234 351341 NHS England www.cqc.org.uk Tel: 0300 311 22 33 Mon-Fri 8am-6pm Church Lane – 147a Church Lane – Bedford – MK41 0PW – 01234 351341 Email: [email protected](marked ‘for the attention of the complaints manager’ in the subject Bromham– Molivers Lane – line. Bromham – MK43 8JT – 01234 Post to: 826505 NHS England Practice Management Team PO Box 16738 Carolyn Boyd and Janet Griffin Redditch B97 9PT NHS complaints advocacy Please take a copy POhWER Tel: 0300 456 2362 .
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