At Quayside, we strive to give our patients the best service possible but we understand that mistakes can happen and whilst we constantly work hard to improve all aspects of the care we provide, we sometimes do not get it quite right.
Complaints should be directed to our Practice Manager whom will be able to investigate and take the next steps needed. A thorough investigation and review will be undertaken.
We do request that where possible, contact is made informally to discuss any issues or concerns. Most issues are easily resolved and do not need a formal complaint which is a very time consuming process and takes members of our team away from admin and clinical services.
Vanessa will be very happy to call you and find out about any issues you have.
Wel also welcome suggestions or ideas that you may have about services and we encourage you to contact us to share any thoughts you have.
If you wish to proceed with a complaint, please email our Practice Manager Vanessa Casale De Souza.
Please also contact us if you require more details own our complaints procedure.
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.
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.
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.
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.
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:
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.
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.
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
Quayside Medical Practice
Keppel Building, Ashton Road West, Failsworth, Manchester, M35 0AD.
Tel: 0161 357 1600
Copyright © 2023 Quayside Medical Practice - All Rights Reserved.