Complaints Policy

 

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Every patient has the right to feedback about the treatment or care they have received at Francis Road Medical Centre. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience. We welcome compliments which we can share with the practice team.

 

How to contact us

Most complaints can be resolved at a practice level. Please speak to a member of staff if you have a complaint or ask to speak to the practice manager.

You can also use our secure online complaints form

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NHS England, PO BOX 16738, Redditch, B97 9PT
Tel: 03003 112233
or visit the NHS England website

 

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The Practice Manager will respond to all complaints within three business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

 

Investigating complaints

Francis Road Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.  

 

Confidentiality

Francis Road Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

 

Third party complaints

Francis Road Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. 

 

Final response

Francis Road Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.

 

Advocacy support

 

Further action

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to:

Parliamentary Health Service Ombudsman (PHSO), Milbank Tower, Milbank, London, SW1P 4QP
Tel: 0345 015 4033