Practice Policies
Complaints and Comments Policy
Our commitment to you is that we will always try our hardest to get things right.
Unfortunately, there are times when despite our best efforts things sometimes go wrong. On these occasions we want to hear from you.
We view comments and complaints as an important way of helping us to improve the care we offer to our patients.
It is often easier to investigate the specific circumstances around an event if it has happened recently and because of this we would encourage you to let us know as soon as possible if you are unhappy about an aspect of your care. Often the most effective way to do this is to raise it with the doctor or member of staff concerned either in person or on the telephone.
If it is not possible to do this, we would request that you let us have details of your complaint within 12 months of either the event you are complaining about or as soon as the matter came to your attention. This time limit can be extended as long as the complaint can still be satisfactorily investigated.
If you would prefer not to speak to the doctor or member of staff involved directly it is also possible to complain to the duty manager by asking for them at the reception desk or in writing by completing the form below and posting to us. We cannot guarantee that a member of management will be available upon request however the team will always aim to help where possible.
We hope that you will always feel you can raise concerns directly with the practice, however, should you wish, you can complain directly to NHS England who commission the services we provide. Their address is:
NHS England
PO Box 16738
Redditch
B97 9PT
Tel: 0300 311 22 33
Our aim
We will acknowledge your complaint within three working days.
Upon receipt of a complaint, we will investigate the circumstances surrounding the incident which has taken place. We will offer an explanation of what has happened. Where the surgery has got something wrong, we will apologise specifically for what we have got wrong rather than simply express regret.
We will aim to complete the investigation and provide a response within 30 working days of receipt. If this is not possible, we will advise you prior to the ten working day period ending and advise a date when we will respond by.
We will, where possible, work to put things right. We will, if required, set out any learning which we have taken from a complaint and explain if we are going to change our procedures to try and ensure that similar occurrences do not happen again.
Please return the complaints form to:
The Practice Manager
Crown Heights Medical Centre
Dickson House
2 Alencon Link
Basingstoke RG21 7AN
Confidentiality
We have to be careful to abide by strict rules on protecting patients’ personal medical information. Because of this we will usually only be able to look into a complaint regarding another person with their express written permission. There are certain situations, such as where a patient cannot give permission or has died where we can investigate problems. There is a consent form at the end of this pack the patient can use.
Where to seek help and advice
Should you require help or advice in making a complaint the following agencies will give you assistance:
- Hampshire and IOW ICB (tel: 0300 561 2561)
- NHS England (Tel: 0300 311 22 33)
- Care Quality Commission (Tel: 0300 061 61 61)
- Local Citizens Advice Bureau
In addition, there is a complaints advocacy service who offer a confidential and free service and can advise and assist you to voice your complaint . Their details are:
Freepost RTHH-KGST-ZRBC
Healthwatch Hampshire
Westgate Chambers
Staple Gardens
Winchester
SO23 8SR
Tel:01962 440 262
What to do if you remain dissatisfied or feel that your complaint was handled badly?
If you are unhappy with the response the surgery provides to your complaint you also have the right to ask the Parliamentary and Health Service Ombudsman to review what has happened and how the surgery has handled things. You must, however, ask the surgery for a ‘final response’ before the Ombudsman will be able to investigate. Their address is:
Parliamentary and Health Service Ombudsman
Citygate
47 – 51 Mosley Street
Manchester
M2 3HQ
Compliments and comments
If you have been pleased with aspects of your care or have suggestions as to how we can improve the service we offer will also be pleased to hear from you. You are welcome to pass comments on by any of the means described above. In addition, the surgery’s website includes an area for comments. . Please go to the Contact Us page and you will find the Comments and Suggestions tab below the map.
If you want to become more involved the surgery operates a patient participation group who we work with to try and improve the services the surgery offers. Please ask for details if you are interested.
Confidentiality and Medical Records
Confidentiality & Medical Records
The practice complies with data protection and access to medical records legislation. Identifiable information about you will be shared with others in the following circumstances:
- To provide further medical treatment for you e.g. from district nurses and hospital services.
- To help you get other services e.g. from the social work department. This requires your consent.
- When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.
If you do not wish anonymous information about you to be used in such a way, please let us know.
Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.
Freedom of Information
Information about the General Practioners and the practice required for disclosure under this act can be made available to the public. All requests for such information should be made to the practice manager.
Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their medical records. Such requests should be made through the practice manager and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.
Zero Tolerance Policy
We treat our patients with courtesy and respect and ask the same in return. We ask that you treat our GPs and all other Practice Staff courteously – without violence, abuse, or harassment.
Appropriate action will be taken by the practice which may involve removal from the practice list and/or involvement of the police.
Please note our receptionists are not able to allocate any GP appointments. The Clinician will triage your request for a further plan of action.
