Complaints Policy

We are always here to listen and learn and that is why we value your opinion. There are times when we may not have lived up to your expectations, have made a mistake or not provided the best possible service,  and it is important that you share this with us.  

Many issues can be resolved quickly by speaking directly to the staff at the place where you received care or accessed a service.

Complaints procedure

The Practice offers a complaints procedure as part of the NHS system for dealing with complaints about the service we provide. Please ask us to provide you with further information.

We will attempt to resolve problems swiftly and take action appropriately if we do not achieve the high standards for which we aim.

Let the practice know your views

Hawthorn Drive Surgery is always looking to improve the services it offers to patients. To do this effectively, the Practice needs to know what you think about 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

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

The 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.

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 / Deputy Practice Manager 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. This will enable the practice to get a clear picture of the circumstances surrounding the complaint. Complaints can be made verbally (both in person and over the phone), in writing or by email.

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 and to agree with you how the complaint is going to be investigated. The complaint will be dealt with within 30 working days.

When the Practice looks into the 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.

Make a complaint to the practice

Complaining on behalf of someone else

Please note that Hawthorn Drive Surgery 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 the 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

If you feel dissatisfied with our response, you can contact any of the following 3 bodies: