Patient Comments Leaflet & Complaints
We endeavour to provide the best possible service to all our patients and to always treat you with courtesy and respect. In return we ask that you treat our services and staff with equal courtesy and respect. We have adopted the NHS Zero Tolerance Policy, which means that we will not accept verbal or physical abuse towards any member of the practice team.
We are also keen to improve our services and welcome your views, both good and bad! Comments and suggestions can be made using our suggestion forms, which are available from Reception. You may occasionally be asked to complete a patient satisfaction survey questionnaire. These are used to help us improve our services, and your contribution would be greatly appreciated.
If you feel our services have failed to meet your needs, please let us know. Informal concerns can be raised with the relevant department manager. Formal complaints should be put in writing and addressed to the Practice Manager. Your complaints will be dealt with promptly, sensitively and confidentially, using our approved Practice Based Complaints Procedure. Comments and complaints can be passed to us by filling in this form. Patient Leaflet. We are also happy for patients to contact us by telephone if you would prefer to discuss any issues over the phone.
The ELR CCG provide an advisory service called the Patient Information and Liaison Service (PILS). The PILS manager, contact: 08081 788 337, Email: firstname.lastname@example.org, is available to find the answers to questions you have about locally provided healthcare services. This could include advising you of where services are available or helping you raise a concern or complaint.
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.