Compliments and Complaints
The Wooda Surgery aims to give a friendly and professional service to all our patients. We welcome feedback from our patients on any aspect of the practice and we can receive your compliments and comments either verbally, in writing or for your convenience there is a ‘Comments Book’ at the reception desk and facilities on the practice website to record your comments. You may also make a comment on the NHS website www.nhs.uk.
We can provide support for patients with particular needs who wish to make a comment or a complaint.
We review all comments every week and try to use them to help us to understand the patients’ perspective on practice services, to identify trends and to improve services.
RAISING A GRIEVANCE OR A COMPLAINT
Sometimes you or your representative may have a concern about an aspect of our service. If this is a case, please let us know. In the majority of cases, concerns can be resolved quickly and easily, often at the time they arise and by the team involved.
NHS England operates a Patient Advice and Liaison Service (PALS) with the aim of supporting patients to resolve problems and to help patients decide whether a formal complaint needs to be made. You can access PALS by 01271 314090. You can also e-mail onndht.PALS@nhs.net or In person at the Patient Advice & Liaison Desk on Level 2 at the North Devon District Hospital.
If you still feel that we have not dealt with the concerns you have raised, you can make a formal complaint. It would be helpful if you can do this as soon as possible after the event, ideally within a few days as this assists us to establish what happened more easily. In any event, a complaint should be made within either 12 months of the incident or within 12 months of discovering that you have a problem. To make a complaint please write to our Practice Manager, Mrs Kristy Elson or to the Customer Contact Centre at NHS England, PO Box 16738, Redditch, B97 9PT (Telephone: 0300 311 22 33, e-mail england.contactus@nhs.net) to make a formal complaint.
The Independent Health Complaints Advocacy (Now seAp –0330 440 9000) offer support for people bringing formal complaints to the NHS. They can also be contacted on seAp Hastings, PO Box 375, Hastings, East Sussex, TN34 9HU. http://www.seap.org.uk/contact/
If someone else raises a complaint on your behalf, we will contact you first to ensure that you have given your consent for us to respond. A helpful consent form is available from the practice for complaints made by a 3rd party.
WHAT WE DO WHEN WE RECEIVE A COMPLAINT
We will acknowledge receipt of your complaint within 3 working days, and aim to have investigated your complaint within 40 working days in line with the NHS England complaints policy.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
The practice will ensure that duty of candour is carried out for any complaint that requires mandatory notification to a third party or regulating body.
When the investigations are complete you may then be invited to meet with the person(s) concerned to attempt to resolve the issue or you may receive a formal reply in writing, or. If there are any delays, we will keep you informed.
Where your complaint involves more than one organisation, we will liaise with that organisation to agree who will be the lead organisation for your complaint. A joint response would be likely in this instance.
If your complaint is received about an aspect of your healthcare that has been provided by another organisation and not the practice, we will contact you to discuss how you wish to forward your complaint to the correct person.
PARLIAMENTARY & HEALTH SERVICE OMBUDSMAN
If you remain unhappy after you have received a final response to your complaint then you can refer the matter to the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman as follows:
Tel: 0345 015 4033
E-mail: phso.enquiries@ombudsman.org.uk
Address : Millbank Tower, Millbank, London, SW1P 4QP
Website: www.ombudsman.org.uk
This is also available in leaflet format. Please use the link below to download the leaflet: