Comments, Complaints or Concerns
We value your comments on how things are running and hope that you will tell us what you like about the practice and also about any complaint you may have.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint.
- Within 6 months of the incident that caused the problem; or
- Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Your complaint will be thoroughly investigated: we seek to come to a mutual understanding of what has gone wrong and to take any action that may be needed to put things right.
Complaints should be addressed to the Practice Manager or any of the doctors. Alternatively you may ask for an appointment with the Practice Manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or meeting with the people involved. When we look into your complaint, we shall aim to:
- Find out what happened and what went wrong:
- Make it possible 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 we can do to make sure the problem doesn't happen again.
Complaints are treated confidentially. However, it may be necessary for doctors and staff to discuss confidential information. They will only do this as far as necessary to investigate the complaint.
Please note that we keep strict rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. This does not apply to patients under 16 years of age.
If you have any comments or concerns about our services pleases talk to the Practice Manager. We will do everything we can to put things right.
If you are still dissatisfied with the result of our investigation you can contact the Primary Care Trust, which is responsible for the services provided by family doctors, dentists, pharmacists and opticians in Cheshire.
You can contact them by telephone or in writing to:
The Complaints Manager or PALS (Patient Advice & Liaison Service) Manager
Western Cheshire PCT
1829 Building
Countess of Chester Health Park
Liverpool Road
Chester
CH2 1YZ
Telephone: 01244 650300
Independent Review
Independent advice can be obtained from:
ICAS (Independent Complaints & Advocacy Service)
Refuge House
Watergate Row
CHESTER
CH1 2LE
Telephone: 01244 318123
If you remain dissatisfied with the response to your complaint, you have the right to ask the Healthcare Commission to review your case. This should be done within six months of the practice writing to you to close the complaint. The Healthcare Commission is an independent body established to promote improvements in healthcare through the assessment of the performance of those who provide services. You can contact the Healthcare Commission on 0845 601 3012 or write to them at:
Healthcare Commission
FREEPOST NAT 18958
Complaints Investigation Team
Manchester
M1 9XZ
or visit their website at
http://www.healthcarecommission.org.uk