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complaints
Taking you seriously
Whilst we have very few formal complaints, we do take them very seriously. Every complaint we receive will be acknowledged in writing and it will be explained to you when you can expect a further response once an initial investigation has taken place.
We will try our best to fully understand every point of view and give everyone a fair hearing in a supportive and caring environment.
Process
All complaints will be acknowledged as soon as possible and within 72 hours. We always encourage verbal complaints first and a discussion as the trigger for many complaints is around communication rather than issues with care or process.
Verbal Complaints:
It is always better to try and deal with the complaint at the earliest opportunity and often it can be concluded at that point. A simple explanation and apology by staff at the time may be all that is required.
A verbal complaint need not be responded to in writing for the purposes of the Regulations if it is dealt with to the satisfaction of the complainant by the end of the next working day, neither does it need to be included in the annual Complaints Return. The practice will however record them for the purposes of monitoring trends or for Clinical Governance and that record will be kept and monitored by Vanessa Casale de Souza.
Verbal complaints not formally recorded will be discussed when trends or issues need to be addressed and at least annually, with minutes of those discussions kept.
If resolution is not possible, the Complaints Manager will set down the details of the verbal complaint in writing and provide a copy to the complainant within three working days. This ensures that each side is aware of the issues for resolution. The process followed will be the same as for written complaints.
Written Complaints:
On receipt, an acknowledgement will be sent within two working days which offers the opportunity for a discussion (face-to-face or by telephone) on the matter. This is the opportunity to gain an indication of the outcome the complainant expects and also for the details of the complaint to be clarified. If this is not practical or appropriate, the initial response should give some indication of the anticipated timescale for investigations to be concluded and an indication of when the outcome can be expected.
It may be that other bodies (e.g. secondary care/ Community Services) will need to be contacted to provide evidence. If that is the case, then a patient consent form will need to be obtained at the start of the process and a pro-forma consent form included with the initial acknowledgement for return.
If it is not possible to conclude any investigations within the advised timescale, then the complainant must be updated with progress and revised time scales on a regular basis. In most cases these should be completed within six months unless all parties agree to an extension.
Some patients may wish to email their complaint and have correspondence via this method. This will be dealt with as a written complaint.
Final Response
This will be provided to the complainant in writing (or email by mutual consent) and the letter will be signed by the Responsible Person or Complaints manager under delegated authority.
The letter will be on headed notepaper/unless email is agreeable and include:
- An apology if appropriate (The Compensation Act 2006, Section 2 expressly allows an apology to be made without any admission of negligence or breach of a statutory duty)
- A clear statement of the issues, details of the investigations and the findings, and clear evidence-based reasons for decisions if appropriate
- Where errors have occurred, explain these fully and state what has been or will be done to put these right or prevent repetition. Clinical matters must be explained in accessible language
- A clear statement that the response is the final one and the practice is satisfied it has done all it can to resolve the matter at local level
- A statement of the right, if they are not satisfied with the response, to refer the complaint to the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or visit the 'Making a complaint page' at http://www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form). Alternatively the complainant may call the PHSO Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday or send a text to their 'call back' service: 07624 813 005
Who is responsible at the practice for dealing with complaints?
The practice "Responsible Person" is Dr Mark Wilshere. They are charged with ensuring complaints are handled in accordance with the regulations, that lessons learned are fully implemented, and that no Complainant is discriminated against for making a complaint.
The practice "Complaints Manager" is Vanessa Casale de Souza and they have been delegated responsibility for managing complaints and ensuring adequate investigations are carried out.
Confidentiality
All complaints must be treated in the strictest confidence and the practice must ensure that the patient etc. is made aware of any confidential information to be disclosed to a third party (e.g. NHSE).
The practice must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from patients' medical records and no reference which might disclose the fact a complaint has been made should be included on the computerised clinical record system.
Further advice or information
Please do contact us if you require further information or would like to receive a full copy of our complaints procedure. We are also more than happy to talk through the procedure for any patients or their carers struggling to understand the process. Please contact Vanessa, details above.
You can also contact the local Integrated Care Board to complain - https://www.england.nhs.uk/contact-us/about-nhs-services/contact-your-local-integrated-care-board-icb/#nhs-greater-manchester-icb