Concerns and Complaints
We aim to provide all of our patients with the best care that we can. We know that there may be times when we fall short of the mark and would want to know if you are unhappy with our service.
If you do have a complaint or concern, often the quickest way to resolve it is to speak to a member of the team and if they can assist straight away. If not, they will refer the matter to the Complaints Administrator who will take matters from there.
We would encourage you to speak to whoever you feel most comfortable with—your doctor, a nurse, a receptionist or manager, but if you prefer to give your feedback in writing, please send us a message via the practice website feedback form or by emailing us at kmicb.fmp@nhs.net. We would also welcome your comments, concerns and ideas through our Patients Participation Group.
If you have a complaint, please do not be afraid to say how you feel. We welcome feedback as this helps us improve our standards and you will not be treated any differently because you have complained. We will do our best to put right anything that has gone wrong.
Who can make a complaint?
Complaints can be made by patients either on their own behalf or by a representative (with your consent).
What are the time limits for making a complaint?
Often it is best to let us know as soon as you can whilst you can remember the details clearly.
Usually, the NHS Complaints Procedures only deal with complaints made regarding an event or discovery that occurred within 12 months. This time limit may be waived if there are good reasons why you could not let us know earlier and we can still carry out an effective investigation
What happens next?
Following a formal or written complaint, the Complaints Administrator will acknowledge your complaint and make early contact with you (within 3 working days) to discuss the way forward and provide you with an information leaflet. The discussion can be face to face but need not be depending upon what is most convenient for all concerned. Your complaint will be investigated within an agreed timescale and you will be kept informed of progress.
What happens if the complaint involves a hospital?
Where other organisations such as hospitals are involved in the complaint, we will aim to provide you with a co-ordinated response covering all aspects of your complaint where possible.
How would the complaint be concluded?
Once the investigation has been concluded a letter will be sent to you setting out how we investigated your complaint as well as details of the actions taken as a result of our findings. We hope that your complaint will be resolved at this stage, but if not, we may invite you to discuss what else might be done.
If you remain unhappy, you have the option of contacting the Parliamentary and Health Service Ombudsman using the details within your leaflet.
What other options do I have for making a complaint?
Complaints can be directed to NHS England rather than the practice if you do not feel you can approach the Practice and they may undertake the complaint handling or in some cases with your consent, may refer the complaint back to the practice. NHS England is obliged to notify the practice about any complaints it receives with your consent.
NHS England, PO Box 16738, Redditch, B97 9PT
Tel: 0300 311 2233
Other ways to contact NHS England
If you remain dissatisfied with the response from the Practice (or NHS England where your complaint was investigated by them) then you have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remain outstanding.
Parliamentary and Health Service Ombudsman
Citygate, 47-51 Mosley Street, Manchester, M2 3HQ
Tel: 0345 015 4033
Making a complaint | Parliamentary and Health Service Ombudsman (PHSO)
Who can help you with your complaint?
The Advocacy People
This is an Independent Advocacy Service which is available to support you and represent your views when making a complaint— they can accompany you to meetings to discuss your complaint and provide support or an interpreter.
The Advocacy People, PO Box 375, Hastings, East Sussex, TN34 9HU
Tel: 0330 440 9000
Other ways to contact The Advocacy People