Compliments & Complaints

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IMPORTANT NOTICE

Please be aware that on 26th March 2020 the Parliamentary Health & Services Ombudsman paused their work on NHS complaints due to the COVID-19 pandemic.  They restarted this work on 1st July 2020 and are now accepting new NHS complaints and progressing existing ones, although it is taking them longer than usual to look into health complaints.  This is because the NHS is still facing increased demand for its services and the Ombudsman have more cases than usual to work through. 

It could take up to 18 weeks before cases sent to the Ombudsman can be looked into.


South Milford Surgery make every effort to give the best service possible to everyone who attends our practice and as such we are always happy to receive compliments, comments or suggestions.

You can leave a compliment, comment or suggestion by clicking here

However, we are aware that things can go wrong sometimes, resulting in a patient feeling that they have a genuine cause for complaint.  If this is so, we would wish for the matter to be settled as quickly and as amicably as possible.

If you have a complaint or concern about the service you have received from the doctors or staff working at this practice, please let us know.  We have a complaints procedure as part of the NHS system for dealing with complaints, which meets the NHS national criteria.

You can download a copy of the complaints procedure by clicking here 

We hope that most problems can be sorted out quickly and easily, often at the time that they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible.

Complaints should be addressed to the Patient Services Manager, Pauline Tidswell.  Alternatively you may ask for an appointment to discuss your concerns.  The complaints procedure will be explained to you and every effort will be made to deal with your concerns promptly.  It will be a great help if you are as specific as possible about your complaint.

You can download a complaint form by clicking here

What we shall do 

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within ten working days from the date when you raised it with us.  When we look into your complaint we shall aim to:

  • Find out what happened and what went wrong
  • Enable discussion with those concerned, if you would like this
  • Offer an apology, where this is appropriate
  • Consider changes to reduce the chances of the problem happening again

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  A note signed by the person concerned will be needed unless they are incapable (because of illness or disability) of providing this or under the age of 16 years.

To view the full complaints procedure please download from the link above.



 
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