If you are unhappy with any aspect of the services we provide and would like to bring it to our attention, there are several ways that you may do this:
1.Raising Your Concerns
Speak to a member of staff who may be able to provide you with a solution or answer straightaway. If you are unhappy with the help you are given, then the deputy manager or the practice manager will be happy to help you
We have a suggestion box where you may place your comments and suggestions. We empty this on a regular basis and try to accommodate all suggestions where practical
PRACTICE COMPLAINTS
Before making a complaint, you may wish to contact the Patient Advice and Liaison Service (PALS) to discuss any issues. This is a free and confidential service which aims to advise and support families and provide information on NHS services. They can also listen to any concerns patients may have and can sort out problems on behalf of patients. They can be contacted on:
0800 195 7998 (24 hour answer phone)
If you have a complaint or concern about the service or staff within this Practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
HOW TO COMPLAIN
We hope that most problems 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 a few days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint:
- Within 12 months of the incident that caused the problem, or
- Within 12 months of discovering you have a problem
Complaints should be addressed to: Mrs Karol Curry, Practice Manager, Whinfield Surgery, Whinbush Way Darlington, DL1 3RT. Alternatively, you could telephone and ask for an appointment to be made with Mrs Curry or Mrs Hoggett Deputy Manager to discuss your concerns, or request to see them at the time of the incident providing they are available.
You may use the enclosed forms or write a letter of your own with full details of the complaint.
WHAT WE WILL DO
Upon receiving your complaint, either verbally or in writing, we will acknowledge receipt of the complaint. This will be within three working days. We aim to have a full reply to you with any findings and explanation as soon as is possible. When looking into complaints 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 this
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to ensure the problem does not happen again
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that due to strict medical confidentiality we are unable to make any comments regarding any events that happen to anyone other than yourself. Should you need to make a complaint on behalf of a friend or relative, we will require their written permission before any investigation.
OTHER CONTACTS
We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the chance of correcting whatever has gone wrong. However, if you are not happy with the response you have had or feel you cannot use our procedure; you may contact NHS County Durham:
Complaints Manager
NHS County Durham
The Greenhouse
Greencroft Industrial Estate
Amos Drive
ANNFIELD PLAIN
Co Durham DH9 7XN
Tel: 01207 523 606
Or if following a response to your complaint, you do not feel the issue(s) have been resolved satisfactorily; you may contact the Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk
Click here to download our Practice Complaints Leaflet.
PLEASE HELP US TO HELP YOU