You have the right to make a complaint about any aspect of NHS care, treatment or services, and this is firmly written into the NHS Constitution. The surgery encourages feedback because it is used to improve services. If you wish to share your views and experiences, positive or negative, simply speak to a member of staff or ask to speak to a manager.
Giving feedback
To provide feedback:
- fill out a feedback form
- comments, suggestions and compliments boxes are located in our waiting rooms
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on Rainham Health Centre 01708 796579 or Upminster Medical Centre 01708 251407
Making a complaint
If you are unhappy with our service, it is often worthwhile discussing your concerns early on with the surgery so we will be able to sort the issue out quickly. Most problems can be dealt with at this stage, but in some cases you may feel more comfortable speaking to someone not directly involved in your care.
We aim to sort out most problems easily and quickly and often at the time that they arise. If your problem cannot be sorted immediately and you wish to make a complaint, we would like you to let us know in writing as soon as possible.
All complaints should be addressed to the practice manager at the surgery, who will ensure that your complaint is dealt with promptly.
We will acknowledge your complaint within three working days of receipt. We aim to have looked into the matter within ten working days, although this will be determined by the complexity of the complaint and access to those involved. It is our intention then to be in a position to offer you a response or a meeting with the people involved or, if there is to be a delay in responding ( for instance, due to staff absences or a third party not directly employed by the ELFT), to keep you updated of the progress of your complaint.
When we look into your complaint we will aim to:
- Investigate the problem with all members of staff concerned
- Notify you of the outcome of the investigation with a satisfactory explanation
- Identify the problem with a view to improving the service we offer to our patients
We hope that you will use the ELFT Complaints Procedure so that we are able to resolve the problem and have the opportunity to improve our service to you but if you choose not to contact us you can approach NHSEngland directly at england.contactus@nhs.net or on 0113 254 5000.
Escalation
The NHS Complaints Advocacy Service is delivered by POhWER. The NHS Complaints Advocacy Service is a free and independent service that can help you make a complaint about a National Health Service (NHS).
POhWER has a dedicated website that has information to support and help you make a complaint by yourself. There is information available in easy read and large print.
If you need support to make a complaint then POhWER advocates will be able to work with you to make sure you understand your options and help you to achieve the outcome you are seeking.
Contact details
Phone
0300 456 2370
Text phone
81025 (text the word pohwer with your name and number)
Website
www.pohwer.net
Address
POhWER
PO Box 17943
Birmingham
B9 9PB
Email
pohwer@pohwer.net
We will acknowledge your complaint within 48 hours and resolve the complaint within 4 weeks. While the practice would like to work with you to resolve your concerns, an independent review of this matter may be sought from the Parliamentary and Health Service Ombudsman, if you remain dissatisfied with our response. Requests for independent review should usually be made within a year of the events giving rise to your concerns.
If neither body helps resolve the issue, you have the right to approach the Ombudsman.
You can contact the ombudsman on 0345 015 4033 or by e-mail at phso.enquiries@ombudsman.org.uk or write to:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
The Care Quality Commission is always interested in both issues and outcomes. Details can be forwarded to enquiries@cqc.org.uk though please be aware they are not involved in the resolution process.
Complaining on behalf of someone else
If you are complaining on behalf of someone else, please note that we adhere to strict rules of medical confidentiality and will not be able to act on this complaint without the patient’s permission on a signed and dated consent letter.
If the complaint is regarding a deceased patient, the practice will proceed with an investigation.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.
