Complaints and Suggestions

The Doctors and staff at the Queenswood Practice are committed to providing high quality healthcare and services to patients. We are always interested in your views and suggestions. We would like to hear what you have to say whether it is good or bad – you can contact us using any of the methods below..

Suggestions

We value the opinions of all our patients, therefore we welcome any suggestions you may have. Please feel free to let us know your suggestions by writing to Rachel Gunaseelan, the Practice Manager.

Complaints

We operate a complaints procedure as part of the NHS system for dealing with complaints. This practice complaints procedure meets the national criteria. It is best to tell a member of staff as soon as possible after a difficulty arises and then we can try and sort out those difficulties for you.

In the first instance please contact a Team Leader. They may be able to resolve your issue for you. In instances where they are unable to help, the Team Leader will explain the procedure to you, and make sure that your complaint is dealt with promptly. Formal complaints can be made in writing by sending a letter to the practice via post or uploading a document on our website. Any verbal expression of dissatisfaction which cannot be resolved within 24 hours will be handled under the complaints regulations and a written record of the concerns drawn up by the practice and shared with the complainant. This will then be managed in conjunction with Rachel Gunaseelan, the Practice Manager.

You need to make a complaint within 12 months of the incident you want to complain about, or within 12 months of when you discover that a problem has occurred.

What we cannot deal with

Complaints we cannot deal with

  • A complaint made by any NHS organisation or private or independent provider or responsible body.
  • A complaint made by an employee about any matter relating to their employment.
  • A complaint, the subject matter of which has previously been investigated under these or previous NHS Regulations.
  • A complaint which is made orally and resolved to the complainant’s satisfaction no later than the next working day.
  • A complaint arising out of an NHS body’s alleged failure to comply with a request for information under the Freedom of Information Act 2000.
  •  A complaint which relates to any scheme established under Section 10 (superannuation of persons engaged in health services) or Section 24 (compensation for loss of office) of the Superannuation Act 1972 or to the administration of those schemes.

How we will deal with your complaint

Where you have not spoken directly with the Practice Manager, the team will contact you as quickly as possible after your first contact, and usually within 3 working days to acknowledge the complaint.

The Practice Manager will:

  • Find out what happened and what went wrong.
  • Invite you to discuss the problem with those involved but only if you would like this.
  • Make sure you are given an apology where it is appropriate.
  • Identify what the practice can do to stop the same thing re-occurring.

Where you have a written complaint, the Practice Manager will investigate the complaint and reply to you within 40 days.

Complaining on behalf of someone else

All medical records and information is protected by the Data Protection Act 2018. If you are acting for someone else, we need to be sure that you have the authority to do so. We will need a letter signed by the patient, or some other proof if they are not capable of doing this, before we can discuss their details with you, even if you are a very close relative.

The exception to this is young people and minors under the age of 16 where the parent or legal guardian is acting for them.

Getting Help

If you have a comment, complaint or compliment about a GP, dentist, pharmacy or optician, please contact the organisation directly in the first instance. If you are unable to resolve your complaint with the practice, please contact NHS England. Useful information can be on their website.

The Independent Complaints Advocacy Service may be able to provide you with help; they can help you draft a letter / arrange interpreters etc.

Tel: 0300 330 5454
http://www.voiceability.org/

or

NHS Complaints Advocacy:

Tel: 0300 456 2370 (charged at your standard rate)

https://www.pohwer.net/nhs-complaints-advocacy

Remember :
All complaints are dealt with in absolute confidence.
Complaining will not affect your treatment or rights to treatment at the practice or anywhere else in the NHS.

Useful names, addresses and telephone numbers

Our Practice Manager is Rachel Gunaseelan
Telephone 020 3143 3500

The Health Service Ombudsman for England
11th Floor
Millbank Tower
London SW1P 4QP
Telephone 0845 015 4033
www.ombudsman.org.uk

General Advice may be obtained from:
NHS Choices
www.nhs.uk