Comments and Suggestions
We are happy to accept and consider comments and suggestions from our patients. Please present your views in writing to barrowford.surgery@nhs.net
Making a Complaint
Every patient has the right to make a complaint about the treatment or care they have received at Barrowford Surgery.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the complaint’s manager, Christine James, Practice Manager.
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
NHS England
PO BOX 16738
Redditch
B97 9PT
03003 112233
england.contactus@nhs.net
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to barrowford.surgery@nhs.net
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Practice Manager will respond to all complaints within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
Barrowford Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Barrowford Surgery will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
Barrowford Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
Barrowford Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint, this will either be in the form of a face to face meeting or in writing. This depends on the individual complaint after a thorough investigation and discussions have been held between the Complaints Mananger and the Senior GP.
We will liaise with you about the progress of any complaint.
Advocacy Support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives Advocacy support on 0330 440 9000
- Ague UK on 0800 055 6112
- Local Council can give advice on local Advocacy services
Further action
If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower, Milbank
LONDON
SW1P 4QP
or
Citygate, Mosley Street
MANCHESTER
M2 3HQ
Tel: 0345 015 4033
www.ombudsman.org.uk