Let the practice know your views How to complain Comments form

The 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 Leila Address:————————————————–— think about the service you receive. Tell us what we Heavey—Patient Feedback Co-ordinator (or Janet do best, where we don’t meet your expectations Griffin -Business Manager– in her absence) 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. They are based at Pem- ———————————————————— and improve upon the service it offers. berley Branch and can be contacted on 01234 351051. Telephone:——————————————— Tell us about our service by completing the If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us comments form in this leaflet Comment:———————————————— know as soon as possible, ideally within a matter of Could you easily get through on the phone? days. You may email at: [email protected] ————————————————————— Did you get an appointment with the practitioner This will enable the practice to get a clear picture of ————————————————————— you wanted to see? the circumstances surrounding the complaint. If it is not possible to raise your complaint immediately Were you seen within 20 minutes of your scheduled ————————————————————— please let us have details of your complaint within the appointment time? following timescales: ————————————————————— Were our staff helpful and courteous? Within 12 months of the incident that caused the ————————————————————— If you have a complaint about the service you have problem OR within 12 months of discovering that you received from any member of staff working in this have a problem. ————————————————————— practice, please let us know. The practice operates a We will acknowledge your complaint within 3 working complaints procedure as part of the NHS system for ————————————————————— days. When we write to you we will suggest an appro- dealing with complaints. Our complaints system priate action plan and a timescale for dealing with ————————————————————— meets national criteria. your complaint as speedily and efficiently as possible. Note: If you make a complaint it is practice policy to ————————————————————— When the practice looks into your complaint it aims to ensure you are not discriminated against, or subject- ascertain the full circumstances of the complaint; ————————————————————— ed to any negative effect on your care, treatment or make arrangements for you to discuss the problem support. with those concerned if you would like this; make ————————————————————— sure you receive an apology, where this is appropri- ————————————————————— 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 . 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 – The Team hope that if you have a problem you will – MK40 2TX – 01234 351341 Or Textphone (minicom) 0300 061 4298 use the Practice complaints procedure. However, if you feel you cannot raise your complaint with us, or Pemberley– 32 Pemberley Avenue – you are dissatisfied with the response from us, you Bedford – MK40 2LA – 01234 351341 CQC. You may also share your experiences with Care can contact the following bodies: Quality Commission at 03000 616161 or NHS England – 2 – www.cqc.org.uk Bedford – MK40 3NG – 01234 351341 Tel: 0300 311 22 33 Mon-Fri 8am-6pm

Email: [email protected] Church Lane – 147a Church Lane – NHS complaints advocacy Bedford – MK41 0PW – 01234 351341 (marked ‘for the attention of the complaints team’ ) in the subject line. If you would like support with your complaint, free Bromham– Molivers Lane – confidential and independent support is available. Bromham – MK43 8JT – 01234 351341 Post to: Contact POhWER on 0300 456 2370 or email: NHS England [email protected] Leila Heavey PO Box 16738 Website : www.pohwer.net (Patient Feedback Co-ordinator) Redditch Janet Griffin B97 9PT (Business Manager)

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