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Compliments and Complaints

Compliments

We always appreciate any positive feedback from our patients.

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Complaints Procedure 

If you have a complaint or concern about the service you have received from the doctors, nurses, or any of the staff working within Minden Family Practices, please let us know. We have in operation a Practice complaints procedure as part of the NHS system for dealing with complaints. Our procedure meets the national criteria.

Making your complaint to the practice in no way prejudices your right to complain to the Complaints Department at NHS Bury should your complaint not be resolved to your satisfaction.

How to Complain

If you feel you wish to make a complaint about the services we provide for you at Minden Family Practices this leaflet outlines the procedure for dealing with these problems. We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. However, if your problem cannot be sorted out in this way and you wish to make a complaint, we would like to know as soon as possible – ideally within a matter of days, or at most a few weeks – this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:

  • Within 12 months of the incident that caused the problem, or

  • If later, within 12 months of becoming aware that you have cause for complaint.

Complaints should be directed, preferably in writing, to the Operations Manager, Mrs Karen Partington. Alternatively, you may ask for an appointment with her or contact her by telephone. Full details of your complaint will be taken and the complaints procedure explained to you.

What if my complaint is on behalf of somebody else?

If you are complaining on behalf of somebody else, their written consent must be obtained for us to investigate the complaint. Sometimes, however, this is not possible - for example, if the person has died or the person is not capable of providing written consent. The Operations Manager will liaise with you under these circumstances.

What we shall do

We shall acknowledge your complaint within 3 working days, beginning on the date we receive the complaint, and aim to have looked into your complaint within 10 working days of the date when you raised it with us. Where this is not possible, due to exceptional circumstances, we will inform you in writing that it has not been possible to complete the investigation but will do so as soon as possible and then provide you with a written summary of the investigation and its conclusions or invite you to an appointment for a meeting to discuss the problem further.

The Investigation

The matter will be investigated thoroughly and confidentially, after which we will be in a position to offer you an explanation or an appointment for a meeting to discuss the problem further. When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong.
  • Make it possible for you to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an explanation where this is appropriate.
  • Identify what we can do to make sure the problem doesn’t happen again.

If our investigation requires any person other than an employee of Minden Family Practices to consider relevant contents of your medical records, this will not be disclosed without you being informed and your consent obtained.

We aim to address your concerns fully and hope by the end of the meeting you will feel the matter has been dealt with satisfactorily. We believe this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our Practice. However, if, following our investigation, you would like further help or advice, you may contact the Complaints Department at NHS Bury within 2 months of the original complaint. The contact number can be obtained from the Operations Manager, Mrs Karen Partington.

Minden Family Practices is contractually obliged to provide NHS Bury with details of any complaints received and any action taken on a yearly basis, but please be assured this is strictly on an anonymised basis and no personal information will be divulged without your permission.

If you choose to direct your enquiry or complaint to NHS England they can be contacted on 0300 311 2233 or by email to england.contactus@nhs.net

If you still remain dissatisfied with the response to your complaint, you have the right to progress your complaint to the second stage of the complaints procedure by writing to the Parliamentary and Health Service Ombudsman (PHSO). The PHSO is completely independent of the NHS and Government. Our Operations Manager, Mrs Karen Partington, will furnish you with the details should you feel this is how you wish to proceed.

Our Practice procedure cannot deal with questions of legal liability or compensation.

Getting Independent Help

If you would like free independent help, advice or support when you are making your complaint, you can contact the Independent Complaints Advocacy Service (ICAS) on 0808 801 0390 or via email to manchester@carersfederation.co.uk

They will arrange an interpreter for you if you need one. 

If you do not want to make a formal complaint

If you are not happy about your care or treatment but you do not want to make a formal complaint straightaway, you can speak to our Operations Manager, Mrs Karen Partington, at Minden Family Practices who will aim to address your issues satisfactorily. If you do not wish to do this, you can speak to the Patient Advice and Liaison Service (PALS) by telephoning them on Freephone 0800 328 3166. PALS may be able to resolve your concerns quickly and confidentially and, if this is not possible, will advise you about the complaints procedure. PALS will also arrange an interpreter for you if you need one.

 

 

 

 



 
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