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Complaints & Comments

Our commitment to you is that we will always try our hardest to get things right.

 

Unfortunately there are times when despite our best efforts things sometimes go wrong. On these occasions we want to hear from you.

 

We view comments and complaints as an important way of helping us to improve the care we offer to our patients.

It is with this in mind that we have prepared a formal complaints procedure, which illustrates the process that we will undertake and what action that you can take should we fail to provide you with a response that satisfies you. 

You can access our complaints procedure by selecting the Complaints Procedure link or by contacting the practice and asking for a complaints procedure pack.  In either event we regret that you are taking this action and we will endeavour to ensure that your grievance is addressed promptly and to our mutual satisfaction.

The primary contact for your complaint is:

Paul Butterworth

Practice Manager
Crown Heights Medical Centre
Alencon Link
Basingstoke RG21 7AN

Independent Advice

Should you wish to seek independent advice regarding complaining against any NHS service, please consider visiting Healthwatch by following this link.  This organisation offers a confidential and free service and can advise and assist you to voice your complaint in a constructive manner.

 

Complaints & Comments Procedure

Our commitment to you is that we will always try our hardest to get things right.

Unfortunately there are times when despite our best efforts things sometimes go wrong. On these occasions we want to hear from you.

We view comments and complaints as an important way of helping us to improve the care we offer to our patients.

It is often easier to investigate the specific circumstances around an event if it has happened recently and because of this we would encourage you to let us know as soon as possible if you are unhappy about an aspect of your care. Often the most effective way to do this is to raise it with the doctor or member of staff concerned either in person or on the telephone.

If it is not possible to do this we would request that you let us have details of your complaint within 12 months of either the event you are complaining about or as soon as the matter came to your attention. This time limit can be extended as long as the complaint can still be satisfactorily investigated.

If you would prefer not to speak to the doctor or member of staff involved directly it is also possible to complain to the duty manager by asking for them at the reception desk or on the telephone or in writing either by e-mail to NHCCG.CrownHeightsMC-Information@nhs.net or by completing the form below and posting to us.

We hope that you will always feel you can raise concerns directly with the practice however, should you wish, you can complain directly to NHS England who commission the services we provide. Their address is:
NHS England
PO Box 16738
Redditch
B97 9PT

Tel: 0300 311 22 33

Our aim

We will acknowledge your complaint within three working days.

Upon receipt of a complaint we will investigate the circumstances surrounding the incident which has taken place. We will offer an explanation of what has happened. Where the surgery has got something wrong we will apologise specifically for what we have got wrong rather than simply express regret.
We will aim to complete the investigation and provide a response within ten working days of receipt. If this is not possible we will advise you prior to the ten working day period ending and advise a date when we will respond by.

We will, where possible, work to put things right. We will, if required, set out any learning which we have taken from a complaint and explain if we are going to change our procedures to try and ensure that similar occurrences do not happen again.


Confidentiality

We have to be careful to abide by strict rules on protecting patients’ personal medical information. Because of this we will usually only be able to look into a complaint regarding another person with their express written permission. There are certain situations, such as where a patient cannot give permission or has died where we can investigate problems. There is a consent form at the end of this pack the patient can use.


Where to seek help and advice

Should you require help or advice in making a complaint the following agencies will give you assistance:

North Hampshire Clinical Commissioning Group (tel: 01256 705507)
NHS England (Tel: 0300 311 22 33)
Care Quality Commission (Tel: 0300 061 61 61)
Local Citizens Advice Bureau

In addition there is a complaints advocacy service who offer a confidential and free service and can advise and assist you to voice your complaint . Their details are:

Freepost RTHH-KGST-ZRBC
Healthwatch Hampshire
Westgate Chambers
Staple Gardens
Winchester
SO23 8SR
Tel: 01962 440 262

What to do if you remain dissatisfied or feel that your complaint was handled badly?

If you are unhappy with the response the surgery provides to your complaint you also have the right to ask the Parliamentary and Health Service Ombudsman to review what has happened and how the surgery has handled things. You must, however, ask the surgery for a ‘final response’ before the Ombudsman will be able to investigate. Their address is:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Compliments and comments

If you have been pleased with aspects of your care or have suggestions as to how we can improve the service we offer will also be pleased to hear from you. You are welcome to pass comments on by any of the means described above. In addition the surgery’s website includes an area for comments. . Please go to the Contact Us page and you will find the Comments and Suggestions tab below the map.

If you want to become more involved the surgery operates a patient participation group who we work with to try and improve the services the surgery offers. Please ask for details if you are interested.

 

 

 

 

 



 
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