Dr C S
Thaker
Burgess Road Surgery
Dr B P Dave
357A Burgess Road
Dr H Bhatt
Southampton
Dr Angela Hall
SO16 3BD
Tel:
023 8067 6233
Fax: 023 8067 2909
PRACTICE COMPLAINTS
LEAFLET
If
you have a complaint or concern about the service you have received at this
practice please let us know.
We
operate a Practice Complaints Procedure as part of an NHS system for dealing
with complaints. Our complaints
system meets national criteria.
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 days or at most a
few weeks. If this is not possible
please let us have details of your complaint either:
* within 6 months of the
problem
or
* within 6 months of discovering that you have a problem and provided this is within 12 months of the incident
HOW TO MAKE A COMPLAINT
Complete
the attached complaints form, you may wish to take it away with you to complete
and return it to the practice later.
When
you have completed the form hand it in to the Receptionist.
The
form will be passed to the Practice Manager, Miss Sarah Day, or in her absence
Mrs. N. Potter.
WHAT WE SHALL DO
Your
complaint will be acknowledged in writing within 2 working days and we will aim
to have looked into your complaint within ten working days of the date when you
raised it with us. We shall then be
in a position to inform you in writing of the outcome of our investigation and
offer you an appointment with either the Practice Manager or, a meeting with the
Practice Manager and the people involved if this is appropriate.
Should we need more than 10 working days to investigate your complaint we
will write to you with an explanation as to why.
When looking into your complaint we shall aim to:
*
find out what happened and what went wrong
*
make it possible for you to discuss the problem with those concerned if
this
is your wish
*
make sure you receive an apology if this is appropriate
* identify what we can do to make sure the problem does not happen again
COMPLAINING ON BEHALF OF
SOMEONE ELSE
The
Practice keeps strictly to the rules of patient confidentiality.
If you are making a complaint on someone else’s behalf we must have
their written permission to discuss the matter with you.
You will find a third party consent form on the reverse of the complaint
form attached. The only exception
to this rule for discussing third party complaints is where the complainant is
incapable of making the complaint themselves and you have power of attorney for
which we will require proof.
COMPLAINING TO THE
HEALTH AUTHORITY
We
hope that if you have a complaint you will use our complaints procedure.
We believe this will give us the best opportunity of putting right
anything that has gone wrong and will also assist us in improving our Practice.
This
does not affect your right to approach the Primary care Trust for your
area, if you feel
you cannot raise your complaint with us or you are dissatisfied with the result
of our investigations. You should
contact
Mrs. Elaine Rogers,
Primary
Care Shared Services,
C/O Health Authority Building,
Oakley
Road,
Southampton,
SO16
4GX,
Tel: (023) 8072 5467
Whilst the above procedures need to be followed for making an official complaint to the Practice, the Practice Manager, Miss Sarah Day, will be pleased to speak to anyone with concerns or suggestions. Please inform reception if you wish to speak to her.
Click here for the Complaints form.
Last updated 22 June 2007