We are always happy to receive feedback from our patients, whether that's suggestions, compliments or complaints. They can be submitted by e-mail to firstname.lastname@example.org, via the comments and suggestions section of our website, in writing to the Practice Manager or verbally.
Linthorpe Surgery Complaints Procedure
Here at Linthorpe Surgery we aim to provide a high level of service to all our patients. However, we welcome your comments, compliments and also complaints to help shape our care and make our surgery safe, helpful and effective.
If you wish to complain about the care you, or a relative, have received from Linthorpe Surgery, we have developed this complaints procedure which meets the NHS complaints (England) regulations 2009.
How to complain
We hope that most problems can be sorted out easily and quickly at the time they arise and with the person concerned. If this is not possible and you wish to make a complaint, please ask to speak to Amanda, our reception manager, or Tracy, the practice manager. They will listen to you, document the details of your complaint and try to resolve issues straight away.
If this is not sufficient in addressing the concern, and you wish make a formal complaint we would like you, where possible, to make a written complaint. Complaints can be posted to the surgery address, e-mailed to email@example.com or submitted using the surgery website at www.linthorpesurgery.com.
The responsible person for complaints is Dr Anya Heywood and the complaints manager is Tracy Garbutt.
It helps us if you can send us your complaint as soon as possible after the event, ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily, while events can be remembered.
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
- within 12 months of discovering that you have a problem. Complaints should be addressed to Mrs. T. Garbutt, Practice Manager, or any of the doctors. Alternatively you may ask for an appointment with Mrs. Garbutt in order to discuss your concerns. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we will do
We will acknowledge your complaint within 3 working days. We aim to have investigated what happened and responded formally to you within 20 working days of the date from which you raised it. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses. When we look into your complaint, we will aim to find out what happened and why, identify what we can do to make sure the problem doesn’t happen again, make sure you receive an apology where this is appropriate, and make it possible for you to discuss the problem with those concerned, if you would like this.
When the investigations are complete, a final written response will be sent to you.
Where your complaint involves more than one organisation, we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of somebody else, we need their permission for you to do so, if the complaint is of a clinical nature. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this.
Please be assured that making a complaint will not affect your future care at the surgery.
Complaining to NHS England
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best opportunity to put right whatever has gone wrong and an opportunity to improve our service. However, if you do not wish to follow this procedure you also have the right to approach NHS England for further advice.
Customer Contact Centre
PO Box 16728
Tel: 0300 311 22 33 open 8.00am – 6.00pm
If you remain dissatisfied with the response to your complaint you have the right to ask the Parliamentary and Health Services Ombudsman (PHSO) to review your complaint.
The Parliamentary and Health Services Ombudsman
Tel: 0345 0154033
The PHSO would normally expect any request to be lodged within 12 months from the date when you became aware that you had cause to complain. However, you are encouraged to make the approach as soon as possible after local resolution is complete.