How to make a complaint
We welcome feedback from patients, carers and relatives. This includes compliments, comments, suggestions and complaints.
We understand that we may not always get things right. Your feedback helps us to review the care and services we provide and make improvements where needed.
We take all complaints seriously and will treat you with courtesy and respect. Making a complaint or giving feedback will not affect the care that you, your relatives or someone you care for receives from the practice.
How to make a complaint, give feedback or make a suggestion
You can contact us in any of the following ways:
By email:
Please email the practice churchelmlane@nhs.net and include FAO Practice Manager in the subject line.
Online:
You can complete our online Complaint Form
In writing:
You can send your concerns in writing by post to the Practice Manager at the practice address shown above. Or hand it our Reception team.
Who can make a complaint or provide feedback?
A complaint, comment or suggestion can be made by:
- a patient
- someone acting on behalf of a patient, with the patient’s written consent
- a parent or guardian with parental responsibility, if the complaint relates to a child
- someone affected by the actions, decisions or omissions of the practice
If you are complaining on behalf of someone else, we may need their written consent before we can investigate or share information with you.
What cannot be dealt with under this complaints process?
Some issues cannot be dealt with under the NHS complaints process. These include:
- Complaints about privately funded healthcare
- A matter that has already been investigated
- Matters relating to the Freedom of Information Act or the Data Protection Act
- A matter that may compromise any legal proceedings or police investigation
- A complaint made by a health organisation about another health organisation
- Complaints about employment or contractual issues with the NHS
When to make a complaint
Please raise your complaint as soon as possible, while events are still fresh.
Usually, complaints should be made within 12 months of the event you are complaining about, or within 12 months of becoming aware that you had something to complain about.
This time limit may be extended if there are good reasons why the complaint could not be made earlier and it is still possible to carry out a fair and effective investigation.
What to include when making a complaint
- Your name, address, e-mail (if possible) and telephone number
- The full name, address, e-mail (if possible) and telephone number of the patient concerned
- If you are not the patient, written permission from the patient for you to take up the complaint on their behalf (a signature on the letter is acceptable)
- A summary of what happened with the dates if possible
- A list of questions that you would like answered
- What you want to happen as a result of your complaint
- Permission for us to copy the complaint to the people who need to take part in the investigation
What happens next?
We will investigate your complaint as quickly and effectively as possible. We will acknowledge receipt of your response within three working days of receiving your complaint. We will keep you informed about the process of our investigation. When we have completed our investigation we will let you know our findings and any improvements that have already been made or will be made as a result of your complaint.
We hope that we can resolve your complaint at this stage. If you are not satisfied, contact us and we will discuss with you what else we might be able to do. If you continue to be unhappy with the outcome of your complaint, you can ask the Health Service Ombudsman to review your complaint.
Who can help you to make a complaint
seAP (Support, Empower, Advocate, Promote) is an independent charity that specialises in the provision of advocacy and related services. One service they is IHCA (Independent Health Complaints Advocacy). IHCA will provide you with a Self Help Information Pack to help you make a complaint about your care or treatment using the NHS Complaints Procedure. You can choose to make your complaint with, or without, the support of an advocate. Your decision may depend on how confident you feel about starting the complaints process and the complexity of your case.
You can contact IHCA at the address below:
seAp Hastings
PO Box 375
Hastings
East Sussex
TN34 9HU
Telephone: 0330 440 9000
E-mail: info@seap.org.uk
Website: http://www.seap.org.uk/
