SUGGESTIONS AND COMPLAINTS

Practice Complaints Procedure

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.

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 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 (Practice Manager) 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 Practice Manager or any of the doctors. Alternatively you may ask for an appointment with the Practice 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.

What we will do 

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:

•  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 recieve an apology where this is appropriate
•  Identify what we can do to make sure there is no reoccurence.

Complaining on behalf of someone else

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.

Complaining to the Somerset Clinical Commissioning Group

We hope that if you have a problem you will use our Practice Complaints Procedure and will address your complaint to:

Practice Manager, Langport Surgery, North Street, LANGPORT, Somerset, TA10 9RH

Tel: 01458 254100

You have the option, if you prefer, to send your complaint to NHS England:

PO Box 16738 Redditch, Birmingham, B97 9PT

Email: nhsengland.contactus@nhs.net

You can contact Swan Advocacy for help and support with your complaint:

Swan Advocacy, Hi Point, Thomas Street, Taunton, TA2 6HB

Tel: 03333 447928

Email: somerset@swanadvocacy.org.uk

Website: www.swanadvocacy.org.uk