We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria. If your complaint is about someone not directly employed by the doctors i.e. District Nurse, Health Visitor or Midwife, a message can be passed on to them by our staff.
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, because this will enable us to establish what happened more easily.
If this is not possible we need to have details of your complaint within twelve months of the incident and/or of you becoming aware that you have a problem.
The Complaints Manager (Operations Manager, Charlotte Norris) will retain the discretion to investigate complaints brought later, if there are good reasons for the delay and it is possible to carry out an investigation.
Complaints should be addressed, in writing, to the Operations Manager or any of the doctors. Alternatively you may ask for an appointment with the Operations Manager in order to discuss your concerns. The complaints procedure will be explained to you and we will make sure that your concerns are dealt with promptly. Please be as specific as possible about your complaint.
We will acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date you raised it with us. We will then be in a position to offer you an explanation or a meeting with the people involved. When we look into your complaint we will aim to:
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 their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
We hope that if you have a problem you will use our Practice Complaints Procedure and will address your complaint to:
Operations Manager, Langport Surgery, North Street, Langport, Somerset, TA10 9RH
Tel: 01458 250464 to book an appointment with the Operations Manager to discuss your complaint or send an Email.
However if you are not satisfied with the outcome of your complaint, you can contact The Parliamentary and Health Service Ombudsman:
The Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, Westminster, London, SW1P 4QP
Email: phso.enquiries@ombudsman.org.uk
Ombudsman website
Tel: 0345 015 4033
You can contact Swan Advocacy for help and support with your complaint:
Swan Advocacy, Hi Point, Thomas Street, Taunton, TA2 6HB
Email: somerset@swanadvocacy.org.uk
Swan Advocacy website
Tel: 03333 447928
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