Complaints Procedure
Beechwood
Medical Practice is committed to ensuring that
there is a clear and effective process in place
that enables patients to complain when
dissatisfied with care, treatment and services.
It is a requirement that all healthcare
organisations have a written procedure for
handling complaints and that all personnel are
suitably trained and understand these procedures
and can deal with any complaints received in the
correct manner.
We aim to enable patients to express
comments, suggestions and complaints to the
practice when they feel dissatisfied with the
service provided. We will provide patients with
an explanation of what has happened; where
appropriate, an apology; and provide an
assurance that steps will be taken to prevent
the problem recurring, where this is possible.
Information on how to access the complaints
process will be made available to the
complainant at the earliest opportunity.
All practice personnel, when dealing with a
complaint, will be advised to reassure our
patients that the complaint will be dealt with
professionally and sympathetically, give
assurance that the procedure has been set up for
our patients’ benefit and that we regard
responding to complaints as part of good
management.
Patients must always feel reassured that we
will not discriminate in any way and that making
a complaint will not cause them to be
discriminated against or have any negative
effect on their care, treatment or support. The
complaints process must be as accessible as
possible to all and special consideration will
be given to the patient and/or family members or
carers who may need additional support and
advice in using the complaints procedure. Where
care and treatment is provided to children, we
are aware of the difficulties a child faces in
expressing concerns or complaints and we will
take extra care to offer support to help a child
or young adult overcome these and to deal with
the problem confidentially and sensitively. If
the complainant requires the services of an
Interpreter, these will be secured at the time
of the complaint is made and at any other time
as necessary.
We will offer to take the patient into a
private area to discuss the matter privately if
they so wish and to listen carefully to
establish the facts and make notes if the
patient require the practice to make a record of
the complaint on their behalf.
How to make a complaint
We will advise the patient that there is a
complaints procedure in place and offer a Complaints
Leaflet and a Complaint
Form. Patients may alternatively wish to
discuss their concerns with the Practice Manager
(if available) or to make an appointment to do
so. The patient may complete the patient
complaint form or put their concerns separately
in writing or by email to BNSSG.beechwoodmedicalpractice@nhs.net
If the complaint is provided verbally, this
can be written down on the patient’s behalf and
where possible, the patient will be shown the
written account for their approval.
The regulations require a complaint to be
made within 12 months of the date on which the
matter occurred, or from when the matter came to
the attention of the complainant. It may still
be possible for the practice to consider a
complaint outside this time limit if the
complainant has good reason for not making the
complaint within the time limit and, despite the
delay it is still possible to investigate the
complaint fairly and effectively.
The Complaints manager is Sarah Monteith,
Practice Manager. The Lead GP for complaints is
Dr Nicholas Gwilliam
The ‘Registered manager’ with the Care
Quality Commission (CQC) is Dr Philip Harris.
The Practice Manager will, in the first
instance, determine the most appropriate way to
respond and ensure that:
- Fully investigate the concerns expressed
by the patient with all parties involved.
- All complaints receive an
acknowledgement within 3 working days of
receipt, either by phone, email or in
writing.
- Provide a full written response within
20 working days of receipt where possible.
Where the investigation is still in
progress, we will write to the complainant
explaining the reason for the delay and
supply a full response when a conclusion has
been reached. This procedure will ensure
that the complainant receives written
confirmation and, where possible, mutual
agreement to the stages of the investigation
and of the action taken.
- If the complaint is made on behalf
of someone else, a signed consent form will
be required prior to responding to the
complainant.
Other Requirements
The practice will maintain an annual register
of complaints received, including information on
whether or not the complaint was upheld, the
results and action taken and a written record of
each investigation. This information is required
by the NHS Governing Authorities. To ensure good
practice and that any learning and clinical
governance issues are explored, the practice
will instigate its significant event process to
review the efficacy and effectiveness of the
service. It is also essential that those who
work within the organisation feel able to raise
concerns, through the appropriate channels,
about their colleagues’ performances with
impunity and these problems are thoroughly
investigated.
Patient Rights
It is hoped that a complaint may be
satisfactorily dealt with via the relevant
in-house complaints procedure. However, if a
patient feels that they are not able to raise a
complaint with the practice or is dissatisfied
with the result of our investigation, they may
wish to contact the NHS England Customer Contact
Centre:
If a patient is dissatisfied with the way the
complaint has been handled by any organisation,
they may wish to approach the Parliamentary and
Health Service Ombudsman who will review the
complaint. (Tel. 0345 0154033 or email
phso.enquiries@ombudsman.org.uk). A member
of the Parliamentary and Health Service
Ombudsman Team will be allocated to the case and
will review the issues it raises, with the help
of expert advice if necessary.
Patients may also like to take advice from
the Independent Complaints Advocacy Service
(ICAS) (Tel: 01225 762723, Email:southwest.icas@seap.org.uk).
This completely independent and free service is
intended to provide additional support to
patients and will act as their advocate if
required.
Any NHS patient who is treated by an
independent organisation continues to have
access to the NHS complaints procedure.
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