We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01206 397070 or visit the surgery
How To Make A Complaint
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first.
If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because 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
- Within 12 months of discovering that you have a problem
When considering complaints about us we always aim to be:
- Impartial to clinical and operational services
- Helpful and accessible
- Clear, timely and thorough, and
- Positive about putting matters right and learning lessons for the future
Discretion can be used if you have a good reason for a delay in complaining and if it is still possible to investigate the complaint fairly and effectively.
Complaints can be sent in writing to the Practice Manager to:
Riverside Health Centre
Station Road
Manningtree
Essex
CO11 1AA
What We Will Do
Our complaint procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complain within 3 working days of receipt, and aim to provide a full response in a timely manner.
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 apology where appropriate
- Identify what we can do to make sure the problem doesn’t happen again
At the end of the investigation, you will receive a full written reply and/or be invited in to discuss our findings if the complaint is complex.
Consent And Complaining On Behalf Of Someone Else
If you are making a complaint on behalf of someone else we will need their informed consent for you to act on their behalf.
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.