Bridgnorth Medical Practice
Comments, compliments and complaints
A guide to giving feedback to Bridgnorth Medical Practice
We are always looking at ways to improve our services and ensure that you have the best possible experience with the Practice. You can help us to get it right by letting us know what you think of the services delivered by Bridgnorth Medical Practice.
This leaflet tells you what to do if you wish to comment, compliment or complain about services provided by the Practice. We will do all we can to help and assist you through the process.
Compliments and comments
We want to hear from you if you are particularly pleased with the service you have received from an individual or team within the Practice and wish to pass on your thanks or praise. If you can tell us what we do well, or suggest improvements, we can give others a better service too. We will ensure that compliments reach the individuals concerned. If it is appropriate, we will also share your comments with other colleagues.
We also want to hear from you with any comments you have about any of our services or any suggestions for ways where we can improve. When you make a comment we will discuss it to consider and decide whether we are able to make changes or learn from the comments made.
We always try to provide the best service we can but sometimes things do go wrong or a particular service may appear to be less efficient. Sometimes things go wrong due to circumstances beyond our control but sometimes you can help us make changes by telling us what went wrong and how you suggest we might be able to put it right. All complaints are discussed within the Practice and we consider how we may change our processes or procedures in this is appropriate.
You may want to complain about:
A service , any action, attitude or behaviour of a member of staff which has affected you or someone close to you
Please get in touch with the Practice if you need help or support in using our procedure, or if you need the information in another format.
How to complain
You should discuss any comments or concerns with the person providing the service, for example a nurse, doctor etc. if this is appropriate. You can also write to the Practice Manager with the full details of your complaint and you can do this either by letter, e-mail or by completing the Complaints Form, which is available at the Reception Desk or our Website.
You should make your complaint within twelve months from the date on which the issue occurred, or from when the matter first came to your attention.
If you would prefer to speak to someone separate from the Practice, you can contact the NHS Complaints Advocacy Service, who can offer general advice about making a complaint or the Patient Services Team at the Patient Advice and Liaison Service (see useful contacts at the end of this document)
PALS aims to:
Help to sort out problems informally and quickly on your behalf
Provide advice or refer patients, families and carers to other agencies where appropriate
Advise on the complaints procedure if necessary
Feedback to the PCT on common themes and concerns and bring about improvements and change
What happens once you have made a complaint?
There are two stages for dealing with NHS and social care complaints:
Stage One: Local resolution
When you make a written complaint (either by letter or e-mail) you will receive an acknowledgement within three working days from the Practice Manager. This letter will explain how the complaint will be handled and the timescales for investigation.
If you make your complaint in person either face to face or on the telephone we will discuss how the complaint will be handled and agree with you the next course of action. This may require further investigation followed up by a letter, telephone call or a meeting.
If you are making the complaint on behalf of a patient we will need to satisfy ourselves that you have the authority to do so as we need to respect rights to confidentiality.
An investigation will be carried out within the Practice, led by the Practice Manager. A letter will be sent to you explaining the findings, including details of any action taken or recommended to prevent a recurrence of the problem.
If more time is needed to complete the investigation we will contact you to let you know why this is needed and will discuss new deadlines. We may invite you to come to the Practice to discuss your complaint in more detail as this is sometimes a very helpful way to deal with more complex issues.
If you have any questions about the response to your complaint, you can contact either the Practice Manager or the PALS team for clarification.
Stage Two: Ombudsman
If you are not satisfied with the findings of the local investigation you may wish to contact the Health Service Ombudsman (contact details at end of document). The Health Service Ombudsman is completely independent of both the NHS and of the Government. They can investigate complaints about NHS services and complaints about how the complaints procedure is working. The Ombudsman does not have to investigate every complaint put to them and they will not usually take on a case which has not first been through the NHS complaints procedure.
Bridgnorth Medical Practice
Northgate Health Centre
Tel: 01746 767121
Patient Advice and Liaison Service (PALS)
Patient Services Team Tel: 0800 030 4563
Staffordshire Commissioning Support Services
Generic Email: firstname.lastname@example.org
NHS Mail: email@example.com
Health Service Ombudsman
The Parliamentary and Health Service Ombudsman
Tel: 0345 015 4033