In spite of the efforts of all staff it is likely that a complaint will be made by a patient at some point. To reduce the anxiety and apprehension for both patients and staff it is crucial to have a procedure for handling complaints.
How complaints can be made
Complaints may be received in writing or orally.
Persons who can complain
Complaints can be made by patients, former patients, someone who is affected, or likely to be affected, by the action, omission or decision of individuals working at the practice, or by a representative of a patient who is incapable of making the complaint themselves.
When a complaint is made on behalf of a child, there must be reasonable grounds for the complaint being made by the representative rather than the child and the complaint must be being made in the best interests of the child. If this is not the case, then written notification of the decision not to investigate the complaint must be sent to the representative.
Time limit for making a complaint
Complaints can be made up to 12 months after the incident that gave rise to the complaint, or from when the complainant was made aware of it. Beyond this timescale it is at the discretion of the practice as to whether to investigate the matter.
Persons responsible for handling complaints
Responsible Person: The Responsible Person is a partner responsible for the supervision of the complaints procedure and for making sure that action is taken in light of the outcome of any investigation. Dr Poonian.
Complaints Manager: The Complaints Manager is responsible for the handling and investigation of complaints. Joanne Beanland
From 1 August 2015 the NHS England North Midlands Complaints Service will be responsible for the investigation of all NHS England complaints relating to primary care provided in Staffordshire & Shropshire as well as Derbyshire & Nottinghamshire.
Although the North Midlands Complaints Service has offices in Mansfield in Nottinghamshire and Anglesey House in Rugeley, all new complaints need to be sent to the NHS England Customer Contact Centre, who will log the complaint and forward it to the relevant office.
You can contact the Customer Contact Centre:
Post: NHS England
PO Box 16738
Telephone: 0300 311 22 33
If patients are not satisfied with the way their complaint has been dealt with by the provider or commissioner, they can contact the Parliamentary and Health Service Ombudsman (PHSO)
Post: The Parliamentary and Health Service Ombudsman
Telephone: 0345 015 4033