Comments & Suggestions
To help ensure that we provide the best possible service for our patients, this practice operates a practice-based complaints procedure. If you have any comments, suggestions/ideas or complaints about any aspect of our service, please speak to the Practice Manager. In his absence you can speak to one of the reception team and request a complaints form and a copy of our complaints policy. The Practice Manager will call you back if he is not available or if he is on annual leave please reqest to speak with one of the GP partners.
If you have a complaint which cannot be resolved by the Practice manager or the Doctors, then you may take it to Nottingham North & East Clinical Commissioning Group (http://www.nottinghamnortheastccg.nhs.uk/) / or the Patient Advice & Liaison Service (firstname.lastname@example.org) Tel 0800 028 3693.
As part of our professional development and training, significant events, good or bad will be discussed in our monthly meetings. The events will be openly analysed with the intentions of developing learning points so as to improve the quality of service we provide and is audited by our local Primary Care Trust. All practice staff, GP’s and attached health care professionals adhere to a code of confidentiality in line with the Data Protection Act 1984 and are obliged by law to treat the information that you give us in the strictest of confidence.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.