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Comments, complaints and suggestions 

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can improve the service we provide. 

Our Commitment to you 
If you have any comments, compliments, concerns or complaints about the service that you have received from the doctors or staff working for this practice, please let us know. 

We hope that any problems you may have can be sorted out easily and quickly often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.

However, if it is not possible to do that, please let us have details of your complaint:

  • Within 6 months of the incident that caused the problem; or
  • Within 6 months of discovering that you have a problem, provided that is within 12 months of the incident.

Our Practice Manager, Pauline Mackenzie, will be pleased to deal with any complaint.  She will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint either: 

In person to 
Pauline Mackenzie
 
In writing
Some complaints may be easier to explain in writing – please give as much information as you can, then send your complaint to the practice for the attention of Pauline Mackenzie as soon as possible.  Complaints of a clinical nature will also be reviewed by Dr H. Faerestrand, the Senior Partner. 

All matters are dealt with in confidence.  However, it may be necessary to share certain information with other parties.  We will seek your permission before doing this. 

What we shall do

Our complaints procedure is designed to make sure that we settle any
complaints as quickly as possible.
 
If you do decide to complain in writing we will:-

  • Contact you within 3 days to discuss and agree how you wish your complaint to be handled
  • Agree specific areas of concern
  • Discuss suitable timescales for our response to you
  • Keep you informed throughout the process
  • Provide you with a written response, including details of actions we will take to improve our services

In order that we can do this, please ensure you have provided us with a telephone number when you first make contact. 

Information relating to your concerns will be stored securely and separate from your health care records.  This information will not impact on your health care and will not be used to discriminate against you. 

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 someone else, we have to know that you have his or her permission to do so.  A note signed by the person concerned will be needed, unless they are not able (because of illness) of providing this. 

Can I get help to raise my concerns?
Free, confidential and independent support is offered by the Independent Complaints Advocacy Service (ICAS) -Helpline: 0845 456 1083
POhWER ICAS
Ground Floor 7 Lords Court
Cricketers Way
Basildon
SS13 1SS

What to do next if I am unhappy with your response

We hope that if you have a problem you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice. We care about getting it right for you the first time, we will take you seriously, listen carefully and do everything we can to ensure you are satisfied with our services. 

This does not affect your right to approach the local Primary Care Trust if you feel you cannot raise your complaint directly with us. You can do this either in writing or by telephoning:

Complaints Team
NHS North East Essex
Colchester Primary Care Centre
Turner Road
Colchester CO4 5JR
01206 286850
 
Or you can contact PALS
Telephone: 01255 206056  Tuesday & Thursday 9.30-3.30
Call: 0800 3285620 Mon-Fri- confidential answering machine.
Email: PALS@northeastessex.nhs.net 

If you are still unhappy with the response, you can ask the Parliamentary & Health Service Ombudsman (PHSO) to review your case. 

Help us get it right 
We constantly try to improve the service we offer and are committed to feeding back patients’ experiences to staff and learning from these.
 
Please let us know when you think we have done something well or if
You have any suggestions as to how we can do something better.


The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

 
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