Complaints

Our promise to you

We aim to provide the best possible standards of care and service at all times. To help achieve this we value the comments and suggestions made by our patients.

If you have a concern or complaint about the service you have received from either the doctors or a member of staff; then please let us know.

The Practice follows the NHS procedure for dealing with complaints. Our approach of listening to and dealing with any complaint meets the national standards as set down by the NHS.

What to do in event of a complaint

We hope that most problems can be resolved easily and quickly, often at the time that they arise.

If your concern cannot satisfactorily be dealt with in this way and you wish to take the matter further, you should let the practice know as soon as possible after the event; ideally within a few days of the incident.

How to register a complaint

Written complaints should be addressed to the Practice Manager or the Assistant Practice Manager. Alternatively you can request a meeting to discuss your concern in person, or you can register your complaint online by filling in the form below.

Please give as much detail as you can.

We will make certain that your concern is dealt with promptly.

MAKE A COMPLAINT

What we will do

1. We will acknowledge your complaint in writing within five working days.
2. Investigate the complaint thoroughly.
3. Offer a written explanation.
4. Offer a face to face meeting to discuss any concerns that you may still have.

When investigating a complaint we will:

• Find out what happened
• Facilitate a face to face meeting for you to discuss your concerns with the person/s involved.
• Give you a detailed explanation in writing
• Identify any lessons to be learned for the future
• Identify and act of any training needs highlighted as a result of the complaint.
• We cannot deal with any complaint that is made more than six months after the event.

Who else can help you with your complaint?

Patient Experience Team - Cambridgeshire & Peterborough CCG

Cambridgeshire and Peterborough Clinical Commissioning Group (CCG) Patient Experience Team is here to help you.  We listen to our patients, carers and relatives to improve patient care.  Your views count.  Your experiences matter.  
Further information is available at https://www.cambridgeshireandpeterboroughccg.nhs.uk/contact-us/patient-experience-team/

Complaints to NHS England

We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach NHS England, who is the commissioner of Primary Care Services. Their contact details are as follows:

Telephone: 0300 311 2233
Email: england.contactus@nhs.net
Postal address: NHS England, P.O.Box 16738, Redditch, B97 9PT
Further information is available at www.england.nhs.uk/contact-us/

The case will then be relayed to the appropriate local area team (LAT) for investigation and response.

The Health Service Ombudsman

If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.

Helpline:0345 015 4033
Email:Phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Postal Address: The Parliamentary & Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ

Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.

NHS Complaints Advocacy Service

If you need support or assistance in pursuing your complaint you can contact the NHS Complaints Advocacy on 0330 330 5454, also you can contact.  POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.

Telephone: 0300 200 0084
Email: pohwer@pohwer.net
Website: https://www.pohwer.net/lincolnshire

VoiceAbility

They provide a free confidential service.

Write to: 27 London Road, Peterborough PE2 8AN
Telephone: 0300 222 5704
Email: type@voiceability.org