Practice Complaints Procedure
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.
How do I make a complaint?
If you wish to complain please contact the Practice Manager Jasmine Burton either in person, by phone or in writing:
Tel: 01773 462649
Address: Jacksdale Medical Centre, 8 Main Road, Jacksdale, NG16 5JW
Online: See complaint form below
If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.
Note that all complaints are logged and dealt with, with the same level of diligence, whether made verbally or in writing
What Happens Next?
The complaint will be acknowledged within 3 working days. The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process. Some complaints may take longer to address but you will be informed of a response time. If this cannot be met, the practice will keep you informed.
Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion. Any complaint is investigated with the utmost confidence and all associated documentation is held separately from your medical records.
Note that if you are making a complaint on behalf of someone else, we will require their express consent to disclose any medical information, before we can provide a response.
Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.
How do I complain to someone Independent?
GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:
Patient Experience Team, Nottingham and Nottinghamshire Integrated Care Board, Sir John Robinson House, Sir John Robinson Way, Arnold, Nottingham, NG5 6DA
Tel: 0115 8839570
Email: [email protected]
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
However, please note, patients cannot raise the same complaint with the practice and ICB.
Is there a time limit?
A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.
Please remember, the quicker you complain, the easier it will be to investigate the facts.
If you are not satisfied with the outcome?
You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.
For more information see their website www.ombudsman.org.uk
Other useful contacts
POhWER, NHS Complaints Advocacy, on 0300 456 2370. For more information see their website www.pohwer.net
Summary
The care and treatment delivered by Jacksdale Medical Centre is done so with due diligence and according to current guidelines. However, we acknowledge that sometimes things can go wrong. By having an effective complaints process in place, our practice is able to investigate and resolve complaints in a timely manner, achieving the desired outcome for our patients, whilst also identifying lessons learnt and ultimately improving the service we provide.