NORTHLANDS SURGERY COMPLAINTS PROCEDURE
Our aim is to provide the highest level of care for all our patients. We welcome concerns, compliments and complaints as valuable feedback that can help us learn from experiences and make improvements to services we commission.
Making a Complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
We hope that most problems can be sorted out easily and quickly, often 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 most a few weeks – because 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 6 months of the incident that caused the problem; or
•Within 6 months of discovering that you have a problem, provided that is within 12
months of the incident.
Jo Osborn (the Practice Manager) will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
In person ask to speak to Jo Osborn, the Practice Manager
In writing some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of the Complaints Manager (Jo Osborn), at bswicb.northlandscalne@nhs.net or in person, as soon as possible.
What We Shall Do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint, we shall aim to:
•find out what happened and what went wrong;
•make it possible for you to discuss the problem with those concerned,
if you would like this;
•make sure you receive an apology, where appropriate;
•identify what we can do to make sure the problem doesn’t happen again.
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
For more about our complaints procedure click here
