We are interested in receiving your comments and suggestions. Comments and suggestions are recorded by the practice and reviewed at our team meetings.

Please let us know your comments or suggestions in any of the following ways

1. Telling any member of the practice face to face.

2. Phoning any member of the practice.

3. Writing to the Practice Manager.

4. Jotting down a note on paper and posting it in our repeat prescription box.

If you have a complaint please inform either your doctor or our practice manager. We will look into it promptly and then we will arrange to discuss it with you.

1. If a complaint is received by a member of staff. Give complainant the practice complaints letter and arrange for complainant to speak to Practice Manager or write in.

2. The Practice Manager hears and records complaint (record sheet 1). If complaint concerns another person, consent will be needed.

3. Within 2 days, the complaint is acknowledged by letter, giving appointment to record complaint if this has not already been done.

4. Co-ordinator for this complaint is chosen.

5. Co-ordinator investigates complaint and completes Record Sheet 2. Defence Society may have to be contacted for advice.

6. Co-ordinator decides when she/he can report back to complainant, usually within 14 days. Appointment to report back to complainant is confirmed by letter.

7. After the report-back interview the complainant is sent a follow-up letter requesting feed back.

We always try to give you the best services possible, but there may be times when you feel this has not happened. This letter explains what to do if you have a complaint about the services we provide for you.

Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.

If you use this procedure it will not affect your right to complain to Gloucestershire Health if you so wish. The appropriate contact addresses are printed overleaf. Please note that we have to respect our duty of confidentiality to patients and a patient’s consent will be necessary, if a complaint is not made by the patient in person.

If you wish to make a complaint, please phone or write to our practice manager, Mrs Carolyn Thomas. She will take full details of your complaint and decide how best to undertake the investigation.

We think it is important to deal with complaints swiftly so we aim to acknowledge your complaint within two working days, You will normally be offered an appointment for a meeting to discuss the matter within fourteen days. Occasionally, if we have to make a lot of enquiries, it might take a little longer, but we will keep you informed. You may bring a friend or relative along with you to the meeting if you wish.

We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed. We hope that at the end of the meeting you will feel satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint, we will direct you to the appropriate authorities who will be able to help you.


ADDRESSES:

The authority to whom a complaint may be directed, if you are not satisfied after our own complaints procedure has been completed are:-

The Complaints Manager
Gloucestershire Primary Care Trust
1250 Lansdowne Road
Gloucester Business Park
Gloucester GL3 4AA
Tel: 0845 658 3804
Fax 0845 658 3801
Website www.glospct.nhs.uk

If you decide to pursue your complaint further, you may also wish to have the assistance of the Health Care Commission:-

Health Care Commission
Complaints Team
Peter House
Oxford Street
Manchester
M1 5AX
Tel 0845 601 3012