Every patient has the right to make a complaint about the treatment or care they have received at Cale Green Surgery. We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at most a few weeks, as this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
Complaints can be raised via the Complaints Manager (Ms Alex Jones) or if you prefer to put your complaint in writing, it should be sent to: firstname.lastname@example.org.
If you do not wish to complain directly to the Practice, you can make your complaint to NHS England and they will contact us. Please note, you cannot complain to the Practice AND to NHS England.
NHS England, PO Box 16738, Redditch B97 9PT
email: email@example.com (subject line ‘for the attention of the complaints team’)
All complaints are logged and will be investigated in order to provide an appropriate response. Complaints are dealt with on a case by case basis. NHSE guidelines do not specify a set timeframe for complaints handling, but we endeavour to deal with all complaints in a timely manner. Where investigations are more complex, we will advise complainants that this is the case. Please note that we ensure patient confidentiality is maintained in line with Data Protection Regulations, therefore if you are complaining on behalf of someone else, we will require their consent before investigations are carried out. When we look into your complaint, we will aim to:
Complainants can seek help and support from the local advocacy service:
Greater Manchester ICA, 71 London Road, Liverpool, L3 8HY.
Telephone: 0808 801 0390. E-mail: firstname.lastname@example.org
The Parliamentary and Health Service Ombudsman makes final decisions on unresolved complaints about UK Government departments and their agencies, including the NHS in England. It is an independent service which is free to use. Tel: 0345 0154033 or email email@example.com
The Practice operates a Zero Tolerance Policy. Patients who behave in a violent or abusive manner will be removed from the list with immediate effect.