COMPLAINTS AND SUGGESTIONS
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
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 incident
- As soon as the matter came to your intention, giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. Please see below for information about this.
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. Please see and click below. You can provide this in your own format providing this covers all the necessary aspects.
Patient Complaint Form
Send your written complaint to:
The Practice Manager
Whiteparish, Wiltshire, SP5 2SU
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 2 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 been 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 attempt to see what happened and why, 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.
When the investigations are complete we will send a full response 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 contact a third party if you remain dissatisfied with the response.
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 deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
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 covering letter.
Please note that we are unable to discuss any issue relating to someone else without their expressed 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, and this depends on the wording of the authority provided.
If you are in need of support in making a complaint, there is a free advocacy service available to patients:
SEAP (Support Empower Advocate Promote) (An NHS Advocacy Service)
PO Box 375
Tel: 0330 343 5733 Fax: 01424 204687 Email: firstname.lastname@example.org
If you are still unhappy with then you may contact NHS England. The Practice will write to you acknowledging the end of local resolution and advising you that you have 28 days from the date of receipt of the letter, to make a request to NHS England for an Independent Review of the complaint.
NHS England, PO Box 16738, Redditch B97 9PTTelephone: 0300 311 2233 Email: email@example.com
The final step, if resolution still could not be found, would be to refer the matter to the Health Ombusdsman:
Telephone: 0345 015 4033