Suggestions & 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.
We are continually striving to improve our service. Any helpful suggestions would be much appreciated and the Suggestion/Prescription Box is located in reception.
You can make a complaint about any NHS treatment or service you have received or are receiving from the practice. The NHS Complaints Procedure does not apply to complaints about private treatment, services provided by Social Services or any events that are the subject of legal action.
To pursue a complaint please contact the practice manager and she will deal with your concerns appropriately, alternatively staff in the surgery can also provide you with information about making a complaint and provide a complaint form.
The complaint will then be investigated and a response sent to you. This is the first stage of the NHS Complaints Procedure and is known as local resolution. If you would prefer not to make your complaint directly to the practice, or would like independant help and advice, you can contact the Patient Experience Team (PET) provided by Cambridgeshire and Peterborough Clinical Commissioning Group (CCG) directly by:FREEPHONE: 0800279 2535 from 9am - 5pm Monday-Friday
What Happen's next?
The person you talk to or write to will try to find out what has happened and take any action that is necessary. They may need to talk to other staff, but they will be careful to ensure that any information about you is kept confidential. Your complaint will not be recorded in your medical notes.
If your complaint is made in writing, it should be acknowledged within two working days. Please put your telephone number on the letter if you are happy for us to contact you this way. This may help us to respond more quickly. We will aim to send you a full response within 10 days. If it is going to take longer to reply, we will advise you of any delay and agree a revised timescale with you.
If you feel your complaint has not been resolved at a local level you may wish to register an official complaint with NHS England.
Customer Contact Centre (CCC)
Email: england.contactus@nhs.net
Tel: 0300 311 22 33 (Mon-Fri, 08.00-18.00)
Address: NHS England, PO Box 16738 REDDITCH B97 9PT
or with The Health Ombudsman at
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, LONDON SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk