The Oakwood Surgery


Complaints



PRACTICE COMPLAINTS PROCEDURE


If you have a complaint, concern or comment about the service you have received from the Doctors or any of the staff working in this Practice, please let us know.  We operate a Practice Complaints procedure as part of the NHS System for dealing with complaints.  Our Complaints System meets National Criteria.



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 it is not possible to do that, please let us have details of your complaint:




You can provide feedback online  about the service you have received by clicking here


Complaints should be addressed to Mrs Jane Cartwright (Senior Administrator) or any one of our Doctors.  Alternatively, you may ask for an appointment with Mrs Cartwright in order to discuss your concerns.  She will explain the Complaints Procedure to you and will make sure that your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.



WHAT WE WILL DO


We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.  We shall then be in a position to offer you an explanation, or a meeting with the people involved.  When we look into your complaint we shall aim to:




COMPLAINING ON BEHALF OF SOMEONE ELSE


Please note that 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 and they should also sign the complaints form, unless they are incapable (because of illness) of providing this.



COMPLAINING TO NHS COMMUNICATIONS


We hope that, if you have a problem, you will use our Practice Complaints Procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice.  If you use this procedure, it will not affect your right to approach NHS England if you feel you cannot raise the complaint with us or you are dissatisfied with the result of our investigation or explanation.  The address for NHS England and ICAS are:


Customer Contact Centre

NHS England

PO Box 16738

Redditch

B97 9PT


Tel:0300 311 22 33 (Mon to Fri 8am to 6pm, excluding English Bank Holidays)

e-mail:   england.contactus@nhs.net

With ‘For the attention of the complaints manager’ in the subject line


Independent Complaints and Advocacy Service (ICAS)

Tel:   0845 120 3734