Suggestions and Complaints

Comments and Suggestions

We are always interested to hear comments and suggestions regarding any aspect of our medical practice group. Please put these in writing to the Business Manager.

Complaints and Compliments

Sele Medical Practice Complaints Procedure

The practice tries very hard to give the best possible service to patients.  From time to time you may wish to comment on aspects of your care.  The Business Manager, Anne Brooks, will be pleased to discuss any matter with you.

A complaint can be made to the practice directly, usually to the Business Manager, or to the Primary Care Trust.  Contact details are given below.  If you are not satisfied with the outcome of the complaints procedure you may refer the complaint to the Parliamentary and Health Service Ombudsman.  Contact details are given below.

Complaints information for patients

Complaints should be made within 12 months of an occurrence or within 12 months of the matter coming to the complainant’s attention.

There needs to be a prompt and complete written response to a complaint.  The practice will keep you informed if there is any reason for delay.

A complaint will be acknowledged within 2 working days.  Some verbal complaints may be resolved on the same day and a formal written response is not essential.

Complaints are filed separately from the doctors medical records.

Serious complaints are answered using a formal practice complaints procedure.  Further details are available from Mrs Brooks.

It can be helpful to hold a meeting with you as part of our investigation or to discuss the practice approach to the complaint.  If a meeting is held you are able to bring a friend or a person from an advisory service.   A written record of the meeting will be kept and you will be sent a copy.  Please feel free to comment on the record of any meeting.

There are sources of help for patients who wish to make complaints such as the Patient Advice and Liaison Service and the Independent Complaints Advocacy Service for Northumberland (ICAN).  Contact details are given below.

https://adapt-ne.org.uk/index.php/ican/

The practice will complete a thorough investigation of your complaint and keep you informed about the progress of the investigation.

The practice wishes to identify problems that lead to a complaint so that they can be avoided in future.

 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:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. 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
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

 

 



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