Complaints Policy

We are always here to listen and learn; that is why we value your opinion. There are times when we may not have lived up to your expectations, have made a mistake or not provided the best possible service, and it is important that you share this with us.

Our complaints procedure is designed to be as patient-focused as possible, and we will investigate complaints effectively and efficiently. It can be a two-stage process. 

Complaints and the Use of Artificial Intelligence (AI)

We welcome feedback and complaints, and we want to understand your experience in your own words. We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards. Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.

However, AI-generated text can sometimes:

• include information that is inaccurate or not relevant;

• use overly formal or legal language;

• make complaints longer or more complex than necessary; or

• make it harder for us to clearly understand your personal experience.

This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully. The most helpful complaints are usually clear and concise, and explain:

• what happened;

• when it happened;

• how it affected you; and

• what you would like us to do to resolve the matter.

A short explanation in your own words is often more helpful than a long or highly formal letter. If you choose to use AI tools, we recommend that you:

• check the wording carefully to ensure it reflects your own experience;

• remove any information that is inaccurate or not relevant; and

• take care when including sensitive personal information.

Please be aware that some AI tools may store or use information entered into them. For further guidance on using AI to support a complaint, you may find this resource from the Parliamentary and Health Service Ombudsman helpful: Using AI tools to help your complaint If you need support to make a complaint—for example due to language needs, disability, learning disability, or mental health or communication difficulties—please let us know. We will do our best to support you in a way that works for you.

1. Local Resolution

What to do if you need to make a formal complaint

We make every effort to provide high standards of care and the best service possible to all of our patients.

However, there may be a time when you feel that you have a genuine cause to make a complaint. If a problem arises, we would like to be able to find out what the problem is and, if possible, solve it and improve the way we work in future.

  • For complaints related to data protection, please see Section 23 of our Privacy Notice.
  • For all other complaints please address to the practice manager - Kathy Turner.

Our Aim

The aim of the Complaints Procedure is:

  • To help you put across your views of what has gone wrong.
  • To give an example of what has happened and, where appropriate, apologise.
  • To ensure that we use the information gained to improve our standards of care.

Receipt of Complaints

The Practice may receive a complaint made by a patient or former patient, who is receiving or has received treatment at the Practice, or by someone on behalf of a patient (with his/her consent). The Advocacy People (formally SEAP) can also assist with making a complaint on behalf of a patient.

They can be contacted as follows:

  1. Visit the advocacy people website
  2. Telephone: 0300 440900

When the patient is a child, the complaint can be made by:

  • The parent(s), guardian(s) or other adult who may have care of the child.
  • By a person duly authorised by a local authority to whose care the child has been committed under the provisions of the Children Act 1989.

When the patient is incapable of making the complaint, the complaint can be made by a relative or other adult who has an interest in his/her welfare. We may ask for written consent from the patient wherever possible.

Time Scale

Your complaint can be made within 12 months from the date on which the matter occurred, or from the date when the matter came to the attention of the complainant.

  • If you complain in person, the member of staff who handles the initial contact will establish whether it is a simple matter which can be resolved straight away. If it cannot be resolved there and then or if you telephone with your complaint, you will be put in contact with the Operations Manager or the Business Practice Manager.
  • If the complaint is unresolved at the initial contact, you will be given a copy of this procedure and will be referred to a manager as above. If your complaint is still not resolved you should make your complaint in writing. Please write to the Operations Manager stating the facts surrounding the complaint and the nature of the complaint.
  • We will acknowledge your complaint within 3 working days.
  • An investigation of the facts surrounding your complaint will be undertaken.
  • After the investigation, we will contact you with the outcome.

The response to the complaint will normally include:

  • A summary of the complaint
  • The key areas of concern
  • A summary of the investigation
  • The outcomes and appropriate actions
  • Details of what we have done to avoid the incident happening again and any improvements that have been made following the investigation
  • What to do if you are still not happy with the possible outcomes
  • Details of conciliation services

Confidentiality

All complaints are treated confidentially and are anonymised. The fact that you have complained will not be recorded on your medical records.

You can get help to make your complaint. If you would like support, the NHS advocacy service is a free, confidential service which is totally independent of the NHS. The service is provided by your local authority and can be contacted on:

What to do if you are not satisfied?

We sincerely hope that your complaint or concerns will have been satisfactorily dealt with through our inhouse Complaints Procedure. If, however, you would prefer not to contact us in the first instance, you may wish to contact the Customer Contact Centre of NHS England on:

  • Telephone: 0300 311 22 33
  • Post: NHS Commissioning Board, PO Box 16728, Redditch, B97 9PT

2. Second Stage Resolution

In all complaints, the second stage of the NHS complaints process remains to ask the Parliamentary and Health Service Ombudsman to review the complaint. This is an established independent body which provides a public service by undertaking independent investigations into complaints. Please be aware that this should be done within six months of receipt of this letter.

Their contact details are as follows:

  • Telephone: 0345 015 4033
  • Post: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London  SW1P 4QP

Your concerns will be treated confidentially and with respect.  We will investigate the matter, identify points of learning and improvement and share this with you. 

You can also complain to the ICO (Information Commissioner's Office) if you are not happy with how we have handled your data. Please make a complaint to the ICO.

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