We aim to offer all patients a friendly and efficient service and hope you will be pleased with the service that you receive, however if, as a patient, you are unhappy about any of the services or care that we have provided, we have a concerns procedure to ensure that all concerns are dealt with rapidly and efficiently for the benefit of all parties concerned.
A concern may be defined as a grievance raised by a dissatisfied user of the services provided by the practice. Concerns may relate to the quality of the care, professional competence, administrative and support services provided and may be of a clinical or non-clinical nature.
Internal Complaints Procedure
There are three ways in which patients can register a concern.
Informal Discussion
Patients are able contact any member of the team to discuss any concerns that they have about their experience in the practice or any suggestions of improvement who will then report the incident to the Practice Manager, who will record it in the practice file.
Formal Concerns
If the patient is unhappy with the outcome of an informal discussion, or from the outset would like their concern investigated more fully, they can use the practice complaints procedure which is aimed at dealing with complaints quickly and in a friendly and non-threatening way. They can contact the Practice Manager and she will record full details of the complaint and attempt to resolve it in an appropriate manner.
Concerns should be sent in writing to the Practice Manager, Yvonne Walters by post: Aitune Medical Practice, Long Eaton Health Centre, Midland Street, Long Eaton NG10 1RY or via the below online form. We aim to acknowledge this within 48 hours.
Or alternatively you can contact NHS England on Tel: 03003 112233 or [email protected].
Concerns about clinical matters will be investigated by the Practice Manager and the Clinical Team. Administrative concerns will normally be investigated by the Practice Manager.
A full response in writing, setting out the conclusion of the investigation and action, if any, taken in respect of it, is to be made within 20 working days on receipt of the complaint, unless the investigation is still in progress, in which case correspondence explaining the reasons for the delay, will be sent to the complainant
A register and the records of all concerns will be kept and stored and are subject to regular audit but with regard for patient confidentiality. The register of concerns should include information on whether or not the complaint was upheld, the results of the investigation, the resolution of the complaint and the action taken.
We would hope that we would be able address any concerns within our practice, but should anyone feel that we have not dealt with their concerns appropriately or to their satisfaction, then they do also have the right to contact the Ombudsman if they so wish for further investigation. The contact details are:
The Parliamentary and Health Service Ombudsman
Citygate,
51 Mosley St,
Manchester
M2 3HQ
Tel: 0345 015 4033
Website: www.ombudsman.org.uk