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Reepham & Aylsham Medical Practice

Making a Complaint

 

We do try our best to run the practice as smoothly and efficiently as possible. If you do have a problem we will hopefully manage to sort it out quickly and easily for you with the person concerned or one of the management team.

 

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily. In any event, this should be within 12 months of the date of the event that you are complaining about, or as soon as the matter first came to your attention. 

 

State your case clearly giving as much detail as you can. If you are a registered patient you can complain about your own care. You have the right to complain about someone else’s treatment with their written authority - please see the separate section in this leaflet.

 

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else.

 

You can download a Practice Complaint Form or you can obtain can be obtained at reception.

 

Send your written complaint, call or email:

 

Wendy Dicks

Practice Manager

Reepham & Aylsham Medical Practice

The Surgery,

60 Hungate Street

Aylsham, Norfolk, NR11 6AA

Tel: 01263 733693

NNCCG.reephamandaylshammedicalpractice@nhs.net

  

What We Do Next

 

We look to settle complaints as soon as possible.

 

We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know and keep you informed as the investigation progresses.  

 

When looking into a complaint we will investigate the matter to see what happened and why, our aim is to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved if you would like to do so.

 

Complaining on Behalf of Someone Else

  

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can communicate with someone else about it on their behalf.

 

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your complaint.

 

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

 

We may still need to correspond directly with the patient or may be able to deal direct with the third party, this will depend on the wording of the authority provided.

  

When the investigations are complete your complaint will be determined and a final response sent to you.

 

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

 

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

 

If you are Dissatisfied with the Outcome and Complaining to other authorities

 

The majority of complaints are resolved locally at Practice level. However, if you remain dissatisfied with the outcome or you feel you cannot raise your complaint with us you may contact :

 

NHS Anglia Commissioning Support Unit, Lakeside 400, Old Chapel Way, Broadland Business Park, Norwich, NR7 0WG, telephone:  01603 595857, Email:  norpct.custmerservices@mhs.net

 

The Health Service Ombusdman, complaints helpline 0345 015 4033 (open 08:30 - 17:30 Monday to Friday)

 

If you remain dissatisfied with the outcome you may refer the matter to:

 

NHS England's Customer Contact Centre:

 

Email:            england.contact@nhs.net

 

Telephone:    0300 311 2233

 

Address:       NHS ENGLAND

                       PO BOX 16738

                       REDDITCH

                       B97 9PT 

 

The Parliamentary and Health Service Ombudsman

 

If you remain dissatisfied after contacting NHS England you can address your concerns to:

 

Th Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel 0345 0154033 http://www.ombudsman.org.uk

 

Contacting The Care Quality Commission (CQC)

 

If you have a genuine concern about a staff member or a regulated activity carried out by the Practice then you can contact the Care Quality Commission on 03000 616161 or visit their website; www.cqc.org.uk

 


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