As a surgery we always strive to ensure the best level of patient care, however we acknowledge we may not always get it right first time. Therefore we operate a complaint procedure as part of an NHS complaints system, which meets national criteria. We view complaints as an opportunity to reflect on patient care, where appropriate apologise and learn from incidents to improve patient care. If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.
How To Complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager (you can use the attached form). He will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Complaining On Behalf Of Someone Else
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below.
What We Will Do
All complaints, written and verbal will be recorded, and written complaints will be acknowledged in writing within 10 working days of receipt. Patients will be encouraged to complain using the pre-defined complaints form where possible. Where complaints are received verbally, but are of a complex nature, if appropriate, patients will be asked to provide a written complaint, for the purpose of clarity. Where emails are received via email, social media or other unsuitable communication channels, patients will be reminded of the complaints policy and asked to complete a written complaints form.
Taking It Further
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
You may also approach the local Clinical Commissioning Group (CCG) who buys health services for the local area. The contact details are:
Customer Care Team - Chorley & South Ribble CCG
Lancashire Business Park
Tel: 01772 214601
Click here to download our complaints policy including the forms to make a complaint or for third party consent (PDF, 805KB)