Important Notice: Increased Flu RatesWe are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01242 223 810
Making a complaint
We make every effort to give the best service possible to everyone who attends our practice.
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident,
- or within 12 months of you becoming aware of the matter
If you are a registered patient you can complain about your own care. You are not normally able to complain about someone else’s treatment without their written authority. See the separate section in this leaflet for what to do in this case.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing it covers all of the necessary aspects.
Send your written complaint to:
Practice Manager
Sixways Clinic
London Road
GL52 6HS
You may also make your complaint directly to NHS England, who commission our service:
By phone
03003 11 22 33
By email
england.contactus@nhs.net
By post
NHS England
PO Box 16738
Redditch
B97 9PT
What we do next
We will acknowledge your complaint within three working days and will then start to investigate your complaint. We will then be in a position to offer you an explanation, which may include a meeting with the people involved if appropriate.
When we look into your complaint, we 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 make sure the problem does not happen again
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.
If you are dissatisfied with the outcome
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.
Their contact details are:
Phone
0345 015 4033
Email
phso.enquiries@ombudsman.org.uk
Address
Parliamentary & Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
The Parliamentary and Health Service Ombudsman
Other useful organisations
If you are unsure whether you want to make a complaint but you would still like to resolve an issue, you can call the Community Patient Advice and Liaison Services (PALS) or contact Healthwatch. These service can help you with advice, information and support. Their contact details are:
The Patient Advisory and Liaison Service (PALS)
Freephone
08000 151 548
By post
Freepost – RTEY-EBEG-EZAT
PALS, NHS Gloucestershire
Shire Hall, Westgate Street,
Gloucester
GL1 2TG
Email
glccg.pals@nhs.net.