COMPLIMENTS COMMENTS CONCERNS COMPLAINTS
You may wish to compliment a team member for how well they dealt with something for you. We welcome compliments and will let staff know when you feel they have done a good job.
You may wish to pass on a comment or make a suggestion which could help us to improve a service.
You may have a concern which you would like to be noted and resolved.
You may want to make a complaint. If your concern could not be resolved by a team member at the time, it is important you let us know as soon as possible. We will carry out a thorough investigation and share our findings with you.
Your feedback is appreciated and valuable to us.
You may pass on a compliment, comment or share a concern in a number of ways - in person at reception, by telephone, through our website or suggestions box.
To informally let us know about an issue please speak to a receptionist at either site. Details will be passed on to the most knowledgeable person for the relevant work area, who will make contact with you to discuss. Our in-house formal complaints procedure is detailed below
A complaint should be made within 12 months of the date of occurrence leading to complaint. A complaint may be raised by a patient or someone acting on behalf of a patient, with the patient’s written consent.
Formal complaints should be made in writing, addressed to the complaints manager. The practice does not issue a standard complaints form. Once a written complaint has been received we aim to acknowledge this within 3 working days of the date of receipt.
If the complaints manager is able to give a satisfactory explanation immediately she will do so. Alternatively, the complaints manager will investigate the complaint and respond once investigations are complete.
Our practice manager or a doctor who is also a business partner of the practice will deputise for dealing with complaints during absence periods of the complaints manager.
Following investigation you will be provided with a detailed written explanation. If appropriate, you will be invited to attend a private, uninterrupted meeting to fully discuss all issues.
If you are not satisfied with the outcome you should contact the complaints manager to discuss issues further.
Where necessary, further investigations will be carried out and further explanation and / or information will be provided in writing to you, to resolve the matter.
We will ensure that any future treatment will not be affected due to you having made a complaint. Where we exercise our right to remove a patient from the practice list following practice / patient relationship breakdown, this will not be due to a patient having made a complaint.
Share your experiences regarding treatment provided by Gloucestershire Royal, Cheltenham General or Delancey Hospitals direct with The Patient Experience Team Gloucestershire Hospitals NHS Foundation Trust Gloucestershire Royal Hospital Great Western Road Gloucester GL1 3NN.
Share your experiences regarding ambulance services with Chris Marsden Complaints Manager South Western Ambulance Service NHS Foundation Trust Abbey Court Eagle Way Exeter EX2 7HY.
Share your experiences regarding treatment provided by Health Visitors, Community Nurses, Midwives, Podiatrists, Occupational therapists, Speech and Language Therapists, Out-of-Hours Service or local Community Hospitals with Debbie Kale Complaints Manager Gloucestershire Care Services (address overleaf).
Share your experiences regarding Primary Care Services (GP’s, Dentists, Pharmacists, Opticians) with Jenny Kirkby Complaints Co-ordinator NHS England Area Team (address overleaf).
You may at any time, approach the Local Commissioning Group, Health watch Gloucestershire or the NHS Complaints Advocacy Service (who provide independent advocacy services and support). If you are not happy with how we have dealt with your complaint you may contact the Parliamentary and Health Service Ombudsman.
Contact details for external organisations are:
Gloucestershire Care Services
Edward Jenner Court
1010 Pioneer Avenue
Gloucester Business Park
Tel No: (0300) 421 8201
Or visit: www.glos-care.nhs.uk
NHS England Area Team
Sanger House Unit 5220 Valiant Court
Gloucester Business Park
Gloucestershire GL3 4FE
Tel No: (0300) 421 1500
15 College Green
Or visit: www.healthwatchgloucestershire.co.uk
NHS Complaints Advocacy Service
Tel No: (0330) 440 9000
The Parliamentary and Health Service Ombudsman
Millbank Tower Millbank
London SW1P 4AP
Tel No: (0345) 015 4033
Or visit: www.ombudsman.org.uk