We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact one of our managers who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.
Complaints Procedure
Our aim is to provide the highest possible quality of care to our patients. As part of our Quality Assurance System we operate a Practice Complaints Procedure which meets Department of Health criteria. If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.
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 or with the assistance of our senior managers.
If, however, you wish to make a complaint we would like you to let us know as soon as possible because this will enable us to establish what happened more easily. 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 or within 12 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints should be addressed to the Business Partner & Practice Manager or any of the doctors.
Alternatively, you may ask for an appointment or a telephone consultation with the Business Partner & Practice Manager to discuss your concerns.
What we will do
We will acknowledge your complaint, normally within 3 working days, and aim to have completed our enquiries and be ready to offer you an explanation within 25 working days (no more than 6 months for more complex problems). When we look into your complaint we will aim to
- find out what happened and what went wrong
- make it possible for you to discuss the problem with those concerned if you would like
- make sure you receive an apology where this is appropriate
- identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
We keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else we will need a letter of consent signed by the person concerned giving us permission to discuss their problem (unless they are incapable [because of illness] of providing this).
Independent Review
We hope our procedure can resolve the problem to your satisfaction. However, you have the right to request an independent review if you feel you cannot raise your complaint with us, or if you are dissatisfied with the result of our investigation.
For further advice you should contact the Patient Advice and Liaison Services (PALS) at your local hospital (Bexhill Hospital, Holliers Hill, Bexhill-on-Sea, TN40 2DZ, 0300 1000 891) or the Healthcare Ombudsman at www.ombudsman.org.uk (0345 015 4033)
