Comments
We welcome your views and constructive suggestions which will help us improve our service to you. There is a suggestion / comments box located on the Reception Counter for this purpose. Occasionally, we also gain feedback via research questionnaires.
Compliments
We like to hear both positive and negative comments from our patients.
If you would like to compliment any of our practice team members or any services we provide, experiences that have worked well or proved exceptionally helpful, we would be happy to hear from you. All compliments are shared amongst our staff to encourage positive experiences gained from patients.
Practice Complaints Procedure
If you have a complaint about the service you have received from any of the staff working at this Practice, please let us know.
We operate a Practice complaints procedure as part of the NHS system for dealing with complaints. Our procedure meets national criteria.
If you feel you need to complain
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the person concerned.
If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days, or at the most a few weeks, as this will enable us to establish what happened more easily.
If it is not possible to do that, please let us have details of your complaint:
Within 12 months of the incident that caused the problem, or
Within 12 months of discovering that you have a problem
All complaints are dealt by Doctor Ng. For less serious complaints, please make an appointment to see him after clinic hours to discuss your concerns as soon as possible. This will enable him to establish what happened more easily.
Alternatively, you may ask for an appointment with The Practice Manager if your concern is to do with the Doctor himself.
Serious complaints should be addressed to Doctor Ng who will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
Mechanism for dealing with a complaint
We shall acknowledge your complaint within 3 working days and aim to resolve complaints as soon as possible.
When we look into your complaint, we shall aim to:
• Find out what had happened and what went wrong;
• Obtain independent clinical advice where appropriate;
• Agree a plan on how your complaint will be dealt with and the timescales involved;
• Make it possible for you to discuss the problem with those concerned, if you would like this;
• Make sure you receive an apology where that is appropriate;
• Identify what we can do to make sure the problem doesn’t happen again.
Complaining on behalf of someone else
Please note that we keep strictly within the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so.
A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Complaining To NHS England
We hope that if you have a grievance you will use our Practice complaints procedure. We believe this will give us the best chance of correcting whatever has gone wrong and give us an opportunity to improve our Practice.
If you are dissatisfied with the result of our investigation you can contact the Parliamentary and Health Service Ombudsman:
• By telephone: 0345 015 4033; or
• In writing to: The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP; or
• By e-mail: phso.enquiries@ombudsman.org.uk
If you feel you cannot raise your complaint with us. You can contact NHS England for further advice:
• By telephone: 0300 311 22 33
• In writing to: NHS England, PO Box 16738, Redditch, B97 9PT
• By e-mail: england.contactus@nhs.net