Regrettably despite our best efforts there are times when patients are unhappy with their treatment and wish to complain. We realise that people are often reluctant to complain and so we treat all complaints seriously. It is important to us that our patients have confidence in how we deal with their concerns. Hopefully you will agree with us that if complaints are made and dealt with in a constructive way the outcome can be positive; namely improved relations and a better level of service.

This leaflet outlines three ways of raising concerns : -

Many complaints are best dealt with by an informal chat as often all that is needed is a brief explanation and/or an apology. If you are unhappy about something, why not air it straight away with the person concerned? Please mention clinical matters to the doctor concerned; the practice manager deals with complaints about administrative matters. We will do our best to make ourselves available to deal with the problem there and then.

If you are unhappy with the outcome of an informal chat or from the start you would like your complaint investigated more fully you can use the practice complaints procedure which is aimed at resolving complaints quickly and in a friendly and non-threatening way.

Please note though that the practice procedure cannot be used to deal with complaints about those not employed directly by the practice e.g. District Nurses, Health Visitors and Midwives. Neither should it be used to deal with very serious complaints or ones where financial compensation is sought.

What To Do :

If you wish to complain using the practice procedure you should arrange to speak to the practice manager, or if you prefer one of the doctors. They will take full details of your complaint. If at this point it proves possible to settle the matter to everyone's satisfaction, we will do so. If not, the matter will be fully investigated. If you would rather write with your complaint please mention the following:

• A clear outline of your complaint
• The date and time of the incident
• The names of people involved

We will contact you within 48 hours of receiving your letter to acknowledge its receipt and to confirm the details.

What Happens Then ?

Complaints about clinical matters will be investigated by a different doctor to the one involved in the complaint. Administrative matters will be investigated by the practice manager. We would aim to complete these investigations within a week.

You will then be invited to a meeting at which we will discuss your complaint in detail. If we are at fault we will apologise and outline any action that will be taken to prevent the problem recurring.

There will be two people from the practice at this meeting and we therefore advise you to bring a relative or friend with you.

Hopefully this meeting will resolve the matter to everyone's satisfaction. If not, we will either continue to look into the matter or advise you how to take your complaint further.

After the meeting we will write to you confirming the outcome.

Can I Complain on Behalf of Someone Else ?

Yes you can, although whenever possible we would urge the person in question to raise the complaint themselves. If you are complaining on behalf of someone else we must have their written consent before we can discuss the case with you. Consent forms are available from the practice manager.

Using the practice complaints procedure does not affect your right to take your complaint elsewhere. If you do not want to use our complaints procedure or you did use it and were unhappy with the outcome you can take your complaint to the South Western Staffordshire Primary Care Trust (SWSPCT). The SWSPCT can deal with any complaint however complaints must be brought within six months of the event which led to the complaint, unless there is an understandable delay in realising that there was cause for complaint.

You may also take your complaint to the Healthcare Commission or contact the Independent Complaints Advocacy Service.

The Complaints Officer
South Western Staffordshire Primary Care Trust
Mellor House
Corporation Street
Stafford
ST16 3SR

Tel:- 01785 220004

Healthcare Commission
Free post NAT 18958
Complaints Investigation Team
Manchester
M1 9XZ

Tel:- 0845 601 3012

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