How To Comment or Complain

We strive to provide an excellent service and care to all our patients but accept that occasionally things go wrong. We welcome your feedback and endeavour to rectify any situation to the mutual satisfaction of both you (the patient) and the Practice.

If you have a complaint or concern about the service you have received from the Doctors or staff working for this Practice, you are invited to register your concerns so we may resolve anything you feel unhappy about. We offer a structured, in-house complaints procedure to hopefully achieve mutually acceptable solutions to any issues that may have arisen, however, this procedure does not deal with matters of legal liability or compensation. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority. Please download the Surgery’s How to Comment or Complain leaflet in conjunction with this information notice. There are useful contacts on the back of the leaflet who can help and support you with your complaint.

You are welcome to discuss your complaint with our Practice Manager and ask that you make an appointment at reception, alternatively your written complaint should be addressed to:

Mrs Gayle Sykes, Practice Manager
The Surgery
Brook Street
Mitcheldean
Gloucestershire
GL17 0AU

Tel: 01594 542270

Advice can also be obtained from the local offices of:

Healthwatch Gloucestershire
Tel: 0800 652 5193 / 01452 504989
E-Mail: info@healthwatchgloucestershire.co.uk
www.healthwatchgloucestershire.co.uk
 
Patient Advice & Liaison Service (PALS)
Tel: 0800 015 1548 / 01452 566698
E-Mail: glccg.pals@nhs.net
www.gloucestershireccg.nhs.uk/feedback/patient-advice-and-liaison-service-pals

Parliamentary & Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
Tel: 0345 015 4033
Fax: 0300 061 4000
E-Mail: phso.enquiries@ombudsman.org.uk

Upon receipt, your complaint will be investigated thoroughly and as speedily as possible. Initially, we will acknowledge your complaint within 3 working days. We will contact you to agree a suitable timescale in which to respond to your complaint and to ensure we have a full understanding of your concerns. Your complaint will be dealt with promptly and on an individual basis, with some complex cases taking longer to investigate. Your complaint will be investigated by the Practice Manager.

Please note that the Practice must ensure strict adherence to the rule of medical confidentiality and that we cannot provide confidential information without appropriate authority or consent if you are not the patient in question.

At the conclusion of the investigation, you may choose how you would like the findings to be communicated. You may wish to meet and discuss directly with those concerned at the Practice or you may choose to receive a written response. If, after receiving a written response you still feel your concerns have not been answered, you will be invited to meet and discuss the issues with us if you haven’t already done so. You will be asked for your written confirmation that you are satisfied with the outcome.

The Health & Social Care Information Centre (HSCIC) is in the process of conducting a survey of patient complaints across the Country.  The return for Mitcheldean Surgery was as follows:

For the period 1st April 2014 to the 31st March 2015, a total of 9 complaints were received by the Practice.  6 of the complaints received were related to medical issues, and 3 complaints were regarding general practice administration.  All complaints received have now been resolved.

If you feel you would like to comment or raise concerns, please do not hesitate to contact Gayle Sykes, Practice Manager, on 01594 545320, or by e-mail to gayle.sykes@nhs.net.

If you have a concern - please do not hide it, come along and talk to us so we may rectify any issues. The care of you and/or your family will not be discriminated against for registering any concerns or complaint.