Compliments, Comments, concerns and Complaints
Within the ever-changing demands of the NHS we aim to offer our patients an excellent service grounded in the best of modern general medical practice and a living anthroposophic medicine.
We would like to actively involve the experiences and views of our patients in the development of the practice, and therefore welcome your feedback. While it is natural to want to complain when you feel that something has not gone right, giving us the opportunity to improve, it is also helpful to hear about anything you found particularly good about your healthcare or anything else about the practice. You may also feel that while you do not want to make an official complaint, you would like to make us aware of a concern you have about any aspect of the practice.
We gratefully receive any compliments, comments or concerns in writing. Please complete a form found in the waiting room or email us.
While the majority of our encounters with patients go well and expectations are met, we accept that we do not get everything right every time, and are happy to learn from your experience.
It should be noted that it is not always practical to implement all suggestions made to us.
If you would like to make a complaint, please talk to a member of staff or write to Adam Beard (Practice Manager). For more information on how to make a complaint please take a leaflet or ask at reception.
Making a Complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.
In any event, this should be:
Within 12 months of the incident,
or within 12 months of you discovering that you think something has gone wrong, giving as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone elseís treatment without their written authority (see the separate section in this leaflet).
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects.
Send your written complaint to:
St. Lukeís Medical Centre
53 Cainscross Road
What we do next
We endeavour to settle complaints as soon as possible.
On receipt of your complaint, if it is not clear from your letter, we will contact you to discuss your expected outcome and the timescale for a response. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete a final response will be sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one co-ordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
Your complaint will not become part of your medical record.
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in a covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.
If you are Dissatisfied with the Outcome
You have the right to approach the Ombudsman. The contact details are:
The Parliamentary and Health Service
Tel: 0345 0154033
You may also approach PALS for help or advice;
The Patient Advice and Liaison Service (PALS) is based at Gloucestershire PCT and provides confidential advice and support, helping you to sort out any concerns you may have about the care we provide and guiding you through the different services available from the NHS
The practice Complaints Manager is Adam Beard
„ St. Luke's Medical Centre 2006-2012