Suggestions, Comments and Complaints

We aim to offer a friendly and professional service to all our patients. However, if you have concerns about any aspect of our service, please let us know.

We operate a Practice Complaints Procedure which meets the national criteria set by the NHS. Further information concerning this matter is a available from the practice manager. We aim to resolve any problems before they become formal complaints.

Complaining on behalf of someone else

Please note that The Red Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

Let the practice know your views

Complete our Feedback form

The Red Practice is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

Practice complaints procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How to complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Practice Manager Barbara Wisniewska who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

  • Within 12 months of the incident that caused the problem
    or
  • Within 12 months from when the complaint comes to your notice

The Practice will acknowledge your complaint within 3 working days.

If and when appropriate the Practice will arrange a meeting or will telephone you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.

When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements 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 the practice can do to make sure the problem does not happen again
  • Following investigation, a full written response can take up to 4weeks from the date of the complaint, but we will always aim for the earliest written response to the patient
  • We will keep the patient updated incase of any delays.

Complaining to other authorities

The practice management team hope that if you have a problem you will use the Practice Complaints Procedure.

However, if you feel you cannot raise your complaint with us, you can contact NHS England on:
Email: england.contactus@nhs.net
Telephone: 0300 311 22 33
Address: NHS England
PO BOX 16738
Redditch
B97 9PT

Or

National Commissioning Board
Complaints regarding GP Practices and Primary Care
Email: nhscommissioningboard@hscic.gov.uk

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: cqc.org.uk

PALS, ICAS & Omdusaman

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Your local PALS office details are:

Healthwatch Surrey – PALS Service
Astolat, Coniers Way, Burpham, Guildford,
Surrey GU4 7HL
Tel: 01483 447 131
Email: info@healthwatchsurrey.org
Website: NHS.UK: What is PALS

Independent Complaints and Advocacy Service (ICAS)

ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service can be found on pohwer.net or by calling 0300 456 2370

Ombudsman

If you are not satisfied with the practices response, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of government and also the NHS. His service is confidential and free. Further information contact:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Helpline: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Fax: 0300 061 4000
Website: ombudsman.org.uk