Suggestions, Comments and Complaints

Complaints

We make every effort to give the best service possible to everyone who attends our practice.

However, if you have concerns about any aspect of our service, please let us know. To pursue a complaint please contact the practice manager who will deal with your concerns appropriately.

We aim to resolve any problems before they become formal complaints.

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 complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the practice manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

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

  • Within 12 months of the incident that caused the problem
    OR
  • Within 12 months from when the complaint comes to your notice

The Practice will acknowledge your complaint within three working days.

The Practice will arrange a meeting with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.

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

Complaining on behalf of someone else

Please note that The Yellow Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

Complaining to other authorities

The practice management team hope that if you have a problem you will use the Practice Complaints Procedure.

However, if you feel you cannot raise your complaint with us, you can contact any of the following 3 bodies:

Patient advice and liaison services (PALS):
St Peter’s Hospital, Guildford Road, Chertsey, Surrey,
KT16 0PZ
Telephone: 01932 723553
asp-tr.patient.advice@nhs.net

North West Surrey CCG
58 Church Street, Weybridge Surrey KT13 8DP
Telephone: 01372 232400

NHS England
NHS England, PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 22 33
england.contactus@nhs.net

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: www.cqc.org.uk.

PALS, ICAS and Ombudsman

Patient Advisory Liaison Service (PALS)

PALS provide a confidential service designed to help patients get the most from the NHS. The patient experience Team can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Your local PALS office can be contacted on
Telephone: 01932 723553  or
St Peter’s Hospital, Guildford Road, Chertsey, Surrey, KT16 0PZ
www.asph.nhs.uk/patients/support-andfacilities/patient-experience

Independent Complaints and Advocacy Service (ICAS)

ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service in Surrey is Surrey Independent Living Council (SILC)and can be contacted on 01483 310500 or Surrey Independent Living Council, Astolat, Coniers Way, Guildford GU4 7HL.
nhsadvocacy@surreuilc.ork.uk

Ombudsman

If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or by visiting www.ombudsman.org.uk

Let the practice know your views

The Yellow Practice 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.