Complaints

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This procedure sets out the Practice’s approach to the handling of patient complaints.

Definition of a complaint

• The definition of a complaint is an expression of dissatisfaction about an act, omission, or decision, either verbal or written, and whether justified or not, which requires a response.

How to make a complaint

Every patient has the right to make a complaint about any aspect of the provision of services they have received at Hurley & Riverside Practices. Complaints raised will not affect the patient’s ongoing treatment from the surgery or appear in their medical record.

Wherever possible we hope to resolve complaints at a local level.

Complaints can be made verbally or in writing. Patients are asked to speak to a member of the practice team or alternatively ask for, or address complaints to, the Complaints Manager, Tracy Crossfield – Practice Manager.

Additionally, complaints can be submitted:

• Via email to selicb.harp@nhs.net – please include the word ‘Complaint’ in the subject line.
• Completing a patient complaint form which will be available in the reception area or completing the ‘contact us’ form
• A third party can make a complaint on behalf of a patient in any case where that person:
  • Is a child (an individual who has not attained the age of 18
  • By either parent, or in the absence of both parents, the guardian or other adult who has care of the child.
  • By a person duly authorised by a local authority to whose care the child has been committed under the provisions of the Children Act 1989
  • By a person duly authorised by a voluntary organisation by which the child is being accommodated
  • Has died.
  • Has physical or mental incapacity
  • Has given consent for a third party to act on their behalf.
  • Has delegated authority to act on their behalf, for example in the form of a Registered Power of Attorney which must cover health affairs.
  • Is an MP, acting on behalf of and by instruction from a constituent.

Patients are encouraged not to complain via an eConsult as these requests are routinely saved into the patient record. However, if a complaint is received via this route, it will be passed on to the complaints manager who will acknowledge receipt and follow the complaints procedure. The information in the eConsult that doesn’t relate to the complaint will be entered into the patient’s medical record manually instead of filing the eConsult itself.

How to get help making a complaint

If a patient would like external help to raise a formal complaint, the following organisations may be able to help.

• POhWER - a charity that helps people to be involved in decisions being made about their care
• Advocacy People - gives advocacy support
• Age UK - may have advocates in the area
• Local Councils can offer support in helping the complainant to find an advocacy service.
• Local Healthwatch can help to find an independent NHS complaints advocacy service in the area.

We encourage patients to use our patient complaints procedure but if, for any reason, a patient does not want to speak to a member of the practice team, they can request that NHS England investigates the complaint. NHS England will then contact us on the patient’s behalf

Contact NHS England

How the complaint will be dealt with and by whom

It is always better to try and deal with the complaint at the earliest opportunity and often it can be concluded at that point.

If the patient is satisfied that their complaint has been resolved and they do not wish to take the process forward this will be documented in writing with a copy provided to the patient and the decision will be logged in the practice complaints log.

Where a verbal complaint is received a written record of the complaint will be made and a copy provided to the patient.

The complaints manager will acknowledge receipt of all patient complaints within three working days and offer the patient a discussion either in the form of a meeting or call to discuss what will happen next including who will be undertaking the investigation and how long it is likely to take.

If the patient does not want to participate in a discussion, information about the expected response date will be sent to them in writing. The complaint will be logged in the practice’s complaints log.

The practice will investigate the complaint in a manner appropriate to resolve it speedily and efficiently. The length of time to conclude the investigation will vary dependent upon the circumstances. If the response time exceeds the time set out initially the practice will ensure that the patient is updated about progress and time scales and an explanation for the delay will be provided. A full investigation will take place with written notes and a log of the progress being made.

It may be that outside sources will need to be contacted and if that is the case then a patient consent form will need to be signed to make such a request.

Time frames for complaints

You need to raise your complaint as soon as possible, but ideally within twelve months of the incident or, within twelve months of discovering that a problem has occurred.

The complaints manager will acknowledge receipt of your complaint within three working days and offer a discussion either in the form of a meeting or a call to discuss what will happen next including who will investigate and how long the investigation is likely to take. If you decide you do not want to participate in a discussion, information about the expected response period will be sent to you in writing.

The practice will investigate the complaint in a manner appropriate to resolve it speedily and efficiently and send a written response as soon as reasonably possible. The length of time to conclude the investigation will vary dependent upon the circumstances.  If the response time exceeds the time set out in the initial discussion or written communication the practice will ensure that the patient is updated about progress and revised timescales and an explanation for the delay will be provided.

Confidentiality

Hurley & Riverside Practices will ensure that all complaints are investigated with the utmost confidentiality. 

The practice will keep a record of all complaints and copies of any correspondence relating to complaints.  Such records will be held separately from your healthcare record and nothing will be reported in your record about the complaint.

Third Party Complaints

A third party can make a complaint on behalf of a patient in any case where that person:

• Is a child (an individual who has not attained the age of 18)
• Has died
• Has physical or mental incapacity
• Has given consent to a third party acting on their behalf
• Has delegated authority to act on their behalf, for example in the form of a registered Power of Attorney which must cover health affairs.
• Is an MP, acting on behalf of and by instruction from a constituent.

Final Response

Hurley & Riverside Practices will issue a final formal response to all complaints which will provide full details of the investigation, the outcome of the complaint and any remedial actions.

Further Action

If you are dissatisfied with the outcome of your complaint from either this organisation or NHS England then you can find further information on how to escalate your complaint to the Parliamentary Health Service Ombudsman (PHSO) using the link below on their website.

 Parliamentary Health Service Ombudsman

The Care Quality Commission

The Care Quality Commission is always interested in both issues and outcomes. Details on how to contact the CQC can be found on their website using the link below. However, please be aware that the CQC will not be involved in the resolution process.