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FEEDBACK AND COMPLAINTS

LET THE PRACTICE KNOW YOUR VIEWS

Spencer Street Surgery is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the 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.

PRACTICE COMPLAINTS 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.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How to raise concerns or complaints about a GP Practice

HOW TO COMPLAIN

Please contact the Practice Manager (or one of her deputies: Assistant Practice Manager or Reception Manager) who will try to resolve the issue and will offer you further advice on the complaints procedure. This could get your problem sorted out by the end of the following day.

If your problem cannot be resolved at this stage then you can make a formal complaint to the Practice. If you do not wish to complain formally to the Practice, then please raise the issue with NHS England instead: www.england.nhs.uk

If you have had a final response from the Practice or NHS England but still feel like your issue still hasn't been resolved, you can ask the Parliamentary and Health Service Ombudsman to look into your complaint - call 0345 015 4033 or visit www.ombudsman.or.uk

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

Within 6 months of the incident that caused the problem OR within 6 months of discovering that you have a problem, provided this is within 12 months

The practice will acknowledge your complaint within two working days and aim to have looked into your complaint within 28 days of the date you raised it with us, unless there are circumstances preventing this.  The maximum timeframe for responding to a complaint is set at six months.  During our response, you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your 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.

For further information, please see attached documents:

For help and support lodging your complaint: best life advocacy services.pdf

Spencer Street Surgery Complaints leaflet: Complaints and Comments Information Leaflet

Spencer Street Surgery Complaints Form: Complaint Form

NHS Complaints leaflet: NHS_complaints_guidance_leaflet.pdf



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