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Complaints & Comments

 

 

Complaints & Comments

ARTNERS

 

LET THE PRACTICE KNOW YOUR VIEWS

 

Mosslands Medical Practice is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

 

TELL US ABOUT OUR SERVICE BY COMPLETING THE COMMENTS FORM IN THIS LEAFLET

 

  • Could you easily get through on the telephone?
  • Did you get an appointment with the practitioner you wanted to see?
  • Were you seen within 20 minutes of your scheduled appointment time?
  • Were our staff helpful and courteous?

 

PRACTICE COMPLAINTS PROCEDURE

 

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

 

 

 

 

HOW TO COMPLAIN

 

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact our Practice Manager, Angela Pickering, who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days in writing. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

 

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

 

Within 12 months of the incident that caused the problem          

OR

Within 12 months from when the complaint comes to your notice

The Practice will acknowledge your complaint within three working days.

The Practice will arrange a meeting with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.

 

When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint
  • Make arrangements for you to discuss the problem with those concerned, if you would like this
  • Make sure you receive an apology, where this is appropriate
  • Identify what the practice can do to make sure the problem does not happen again

 

 

 

 

COMPLAINING ON BEHALF OF SOMEONE ELSE

 

Please note that Mosslands Medical Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

 

 

 

COMPLAINING TO OTHER AUTHORITIES

 

The practice management team hope that if you have a problem you will use the Practice Complaints Procedure.

 

However, if you feel you cannot raise your complaint with us, you can contact any of the following 3 bodies: 

 

NHS England

0300 311 2233 or email:

England@contactus@nhs.net

 

Independent Complaints and Advocacy Service (ICAS)

0808 801 0390 or www.salford.gov.uk/icas.htm

 

Patient Advisory Liaison Service (PALS)

Salford Clinical Commissioning Group

0161 212 4960 or salccg.patientservices@nhs.net

 

CONTACTING THE CARE

QUALITY COMMISSION

 

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: http://www.cqc.org.uk

 

 

PALS, ICAS & OMBUDSMAN

 

PATIENT ADVISORY LIAISON SERVICE (PALS)

 

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Your local PALS office can be found on ***Please Find Details Using Web Address Below***:

 

http://www.nhs.uk/Service-Search/Patient%20advice%20and%20liaison%20services%20(PALS)/LocationSearch/363

 

INDEPENDENT COMPLAINTS AND ADVOCACY SERVICE (ICAS)

 

ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service can be found on ***Please Find Details Using Web Address Below***:

 

http://www.pohwer.net/how_we_can_help/icas_providers.html

 

OMBUDSMAN

 

If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

 

You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or http://www.ombudsman.org.uk or Textphone (Minicom): 0300 061 4298

 

 

 

 

 

 

 

 

 

 

 

 

MOSSLANDS MEDICAL PRACTICE

 

COMPLAINT FORM

 

Patient Full Name:

 

Date of Birth:

 

Address:

 

 

Complaint details: (Include dates, times, and names of practice personnel, if known)

................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................................……………………………………………………………………………………………………………………………………………………………………………………………………………………….………………………………………………………………………………………………………………………….………………………………………………………………………………………………………………………….………………………………………………………………………………………………………………………….………………………………………………………………………………………………………………………….………………………………………………………………………………………………………………………….………………………………………………………………………………………………………………………….………………………………………………………………………………………………………………………….………………………………………………………………………………………………………………………….………………………………………………………………………………………………………………………………………………….

 

Signed ………………………………….

 

Print name ………………………… ….

 

 

 


PATIENT THIRD-PARTY CONSENT

 

PATIENT'S NAME:               ______________________________________________

TELEPHONE NUMBER:       ______________________________________________

ADDRESS:                           ______________________________________________

                                              ______________________________________________

 

ENQUIRER/COMPLAINANT NAME: _______________________________________

 

TELEPHONE NUMBER:     ______________________________________________

 

ADDRESS:                          ______________________________________________

                                             ______________________________________________

 

 

IF YOU ARE COMPLAINING ON BEHALF OF A PATIENT OR YOUR COMPLAINT OR ENQUIRY INVOLVES THE MEDICAL CARE OF A PATIENT THEN THE CONSENT OF THE PATIENT WILL BE REQUIRED. PLEASE OBTAIN THE PATIENT’S SIGNED CONSENT BELOW.

 

 

 

I fully consent to my Doctor releasing information to, and discussing my care and medical records with the person named above in relation to this complaint, and I wish this person to complain on my behalf.

 

This authority is for an indefinite period / for a limited period only (delete as appropriate)

 

Where a limited period applies, this authority is valid until…………………….. (insert date)

 

 

 

Signed: ………………………………………. (Patient only)

 

Date: …………………………………………..



 
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