Suggestions and Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. You can view our Practice Complaints Policy for further information.
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 resolved 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 the most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, the law requires that you let us have details of your complaint:
- within 12 months of the incident that caused the problem; or
- within 12 months of discovering that you have a problem,
Any complaints received outside these timescales might not be investigated.
Complaints should be addressed 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. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What shall we do
We shall acknowledge your complaint within three working days and will aim to look into your concerns within twenty five working days (or as soon as is reasonably practicable) of the date that 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:
- 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 receive an apology, where this is appropriate;
- identify what we can do to make sure the problem doesn’t happen again.
Please Note:- Due to the Current Pandemic Complaints may take longer to process
Complaining on behalf of someone else
Please note that we keep rules of medical confidentiality. If you are complaining on behalf of another adult, 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 of providing this.
Complaining to NHS England
If you have a problem, we hope that you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us.
You should contact their Complaints Manager for further advice. If you feel the Practice is unable to help you can contact NHS England
PO Box 16738
- 0300 311 2233: Monday to Friday 8am to 6pm, excluding English bank Holidays
- Send an email
If you remain dissatisfied
If, following our investigation, you are dissatisfied with the result; you have the right to request an Independent Review by writing to
Parliamentary and Health Service Ombudsman for England
- 0845 015 4033
Healthwatch Southampton Advocacy
- 0300 343 5726
- Send an email
- Visit their website
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