At the Lawson Practice we take complaints very seriously. We try to ensure that all our patients are satisfied with their experience. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on those objectives. Our aim is to react to complaints in the way in which we would want our complaints about a service to be handled. We learn from every mistake that we make and we would want to respond to customer’s concerns in a caring and sensitive way.
1. All written complaints must be addressed to the complaints manager. Complaint form
2. If a patient complains on the telephone or at the reception desk, we will offer to refer him or her to the complaints manager. If the manager is not available at the time, then the patient will be told when they will be able to talk to her and arrangements will be made for this to happen.
3. The complaints manager will speak with the complainant in private, either in person or on the phone and will log the complaint made, every effort will be made to resolve the issue at that time. If the complaint cannot be resolved the complaints manager will ask the complainant to make a written complaint.
4. If a written complaint is submitted it will be passed immediately to the complaints manager who will investigate the complaint with the responsible partner and discuss it with those cited in the letter.
5. If a complaint is about any aspect of clinical care or the complaints manager, it will normally be referred to the responsible partner for response.
6. We will acknowledge the patient’s complaint and the patient will be advised of the complaints procedure this should happen within three working days. We will seek to investigate the complaint and respond fully within 20 working days of receipt of the complaint. If for any reason we are unable to investigate and respond in that time frame we will notify the patient and give an explanation of the delay and inform them of when they can expect a complete response.
7. Comprehensive records will be kept for any complaint received.
8. We will ensure that the correspondence relating to the complaint will be kept separate from the patients’ medical record.
9. If patient is not satisfied with the result of our procedure then a complaint may be made to the following:
NHS Commissioning Board
PO Box 16738
Tel: 0300 311 22 33
The Parliamentary and Health Services Ombudsman
Tel: 0345 015 4033
If you would like free, independent advice and advocacy you can contact:
London N7 9DP
Helpline Number: 0300 330 5454
Fax Number: 0330 088 3762