Complaints & Comments
LET THE PRACTICE KNOW WHAT YOUR VIEWS ARE
Cherry Medical 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. Dr S Tandon is the practice's Clinical ccmplaints Lead.
TELL US ABOUT OUR SERVICE BY COMPLETING THE COMMENTS/SUGGESTIONS FORM
- Could you easily get through on the telephone?
- Did you get an appointment with who you wanted to see?
- Were you seen within 20 minutes of your scheduled appointment time?
- Were our staff helpful and courteous?
PRACTICE COMPLAINTS PROCEDURE
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 a member of the reception team. Where the issue cannot be resolved at this stage, please contact our Practice Administrator, Danielle Perkins, or Reception Manager, Emma Heywood, 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 in writing. 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
Within 12 months from when the complaint comes to your notice
The Practice will acknowledge your complaint within three working days.
The Practice may 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 Cherry Medical 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 Advisory Liaison Service (PALS)
Salford Clinical Commissioning Group
0161 212 4960 or firstname.lastname@example.org
Independent Complaints and Advocacy Service (ICAS)
0808 801 0390 or www.salford.gov.uk/icas.htm
0300 311 2233 or email:
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: https://www.cqc.org.uk
PALS, ICAS & OMBUDSMAN
PATIENT ADVISORY LIAISON SERVICE (PALS)
PALS provide a confidential service designed to help patients get the most from the NHS. PALS 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 found on using the web address link below.
Local PALS Office
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 can be found using the web address link below.
Local ICAS Service
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 http://www.ombudsman.org.uk or Textphone (Minicom): 0300 061 4298