Suggestions and Complaints

 

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How do I make a complaint?

If you have a complaint or concern about the service you have received at this practice please let us know by completing our online form

We operate a Practice Complaints Procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.

Most problems and complaints can be sorted out at the time they arise 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.

 

What We Shall Do

Your complaint will be acknowledged in writing within 3 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 offer you an appointment with either the Practice Manager or, a meeting with the Practice Manager and the people involved if appropriate. 

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 Patient Experience and Complaints Team 

Complaints about a GP, dentist, pharmacist or optician can be made directly to the practice where the NHS service was provided. The practice has direct access to your healthcare records and the staff involved in your care, so it gives the practice the opportunity to help you with any problems and complaints and put things right much more quickly.

Alternatively, if you do not want to contact the practice directly, or you are unsure what to do or who to contact, please get in touch with the Patient Experience and Complaints Team at NHS Hampshire and Isle of Wight, who will explain the options available and help you decide how you would like your enquiry or complaint to be managed.

The easiest way to contact the team is via email: hiowicb-hsi.patientexperience@nhs.net.

Alternatively, you can write to:

Patient Experience and Complaints
Hampshire and Isle of Wight Integrated Care Board
Omega House
112 Southampton Road
Eastleigh
Hampshire
SO50 5PB

  • Tel: 0300 561 2561 (answerphone facility available)
 

If You Are Dissatisfied With The Result Of Our Investigation

If, following our investigation, you are dissatisfied with the result; you have the right to request an Independent Review by writing to the Parliamentary and Health Service Ombudsman  

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

  • Tel: 0345 015 4033

Whilst the above procedures need to be followed for making an official complaint to the Practice, the Practice Manager, Miss Tamzen Hogben, will be pleased to speak to anyone with concerns or suggestions. Please inform reception if you wish to speak to her.