email sidney.laurels@nhs.net
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Complaints, Comments and Suggestions


Our aim is to provide the highest level of care for all our patients.  We are always willing to listen if you think we can improve the service we provide.

Making a complaint
If you have any complaints or concerns about the service you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be sorted easily and quickly 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 ask you to let us know as soon as possible; ideally within a matter of days or at most a few weeks.  This will enable us to establish what happened more easily.  If this is not possible, please provide details of your complaint within twelve months of the incident or the event occurring which is the cause of concern.

Our Complaints staff will be available to take details of any complaint.  They will then explain the next steps to you and make sure that your concerns are dealt with promptly.  You can make a complaint either in person by speaking to the Complaints Team/Practice Manager, or in writing, (some complaints may be easier to explain in writing).  If you prefer to write to us, please give us as much information as you can and send your complaint to the practice for the attention of the Complaints Team/Practice Manager as soon as possible.

What we shall do

Our complaints procedure is designed to make sure that we attempt to settle any complaints as quickly as possible.  We shall acknowledge receipt of your complaint within three working days and aim to investigate your complaint within thirty working days of the date when you raised it with us.  We will then be in position to offer you an explanation or a face-to-face meeting.

When we investigate your complaint, we shall aim to:-
·         find out what happened and what went wrong;
·         make it possible to discuss the problem with those concerned if preferred;
·         ensure you receive an apology, where appropriate;
·         identify what we can do to make sure the problem does not occur in the future.

At the end of the investigation, your complaint will be discussed with you in detail either in person or in writing.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we need to know you have his or her permission to do so.  A note signed by the person concerned will be required, unless they are incapable of providing this due to illness.

What you can do next

We hope that if you have a problem, you will use our practice complaints procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice at local level.

However, this does not affect your right to approach the local Primary Care Organisation.  If you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint, the Patient Advice and Liaison Service (PALS) can provide confidential advice and support.  They can help with any concerns you may have about the care we provide and give guidance through the different services available from the NHS.

PALS Tel: 01245 459459 Mon-Fri (9am-5pm) 
Email: pals@midessexpct.nhs.uk

Additionally you can contact the Independent Complaints Advocacy Service (ICAS) if you wish to make a complaint in writing, by phone or email.

POhWER ICAS (Essex)
Ground Floor, 7 Lords Court
Cricketers Way
Basildon
Essex       
SS13 1SS
ICAS Tel: 0845 456 1083
Email: pohwericas@pohwericas.net

If you remain dissatisfied with the responses to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case.  

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

'Quality Improvements' Help us get it right - We constantly try to improve the service we offer and appreciate you informing us if we have done something well or if you have any suggestions that will improve the service we provide to you.  Please emails on on our generic email address marking the subject as 'Quality Improvements' to: sidney.laurels@nhs.net

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