The Forest Practice

0115 942 3759

Complaints and compliments

We try to provide a good and comprehensive service for all of our patients, and our staff are trained to high standards in order to achieve this.

If you like what we do, please tell us. It is good to know what we do well, as we can then continue and expand these services.

If, for any reason, our service falls short of your expectations we also want to know so that we can consider ways of improving. This page explains our complaints procedure, and what you can expect to happen should you have cause to make a complaint.

HOW TO COMPLAIN

Please tell the receptionist if you are not happy about the service we provide. The receptionist will take any steps possible to resolve your complaint at that time. If that is not possible then the receptionist will take down details of your complaint, give you a copy, and pass the details to the Practice Manager or a GP Partner. If you prefer, please put your complaint in writing to the Practice Manager, Mrs Karen Gabriel. It is important that you let us know as soon as possible so that we have relevant details to hand, and at least within the following time limits:

  • Within 6 months of the incident that caused the problem, or
  • Within 6 months of discovering that you have a problem, provided this is within 12 months of the incident

WHAT WE SHALL DO

We shall acknowledge receipt of your complaint within 3 days and aim to have looked into the matter within 14 days. We shall then offer an explanation, or meeting with the people involved if considered necessary. Our intention will be to:-

  • Find out what happened and what went wrong
  • Make it possible for you to discuss the problem, if you would like to
  • Ensure you receive an apology where appropriate
  • Identify what we can do to prevent the same thing happening again

The maximum time to complete a full written response will not exceed 28 days.

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please not that we maintain the strictest confidentiality where patients’ medical records are concerned, therefore if you are complaining on someone else’s behalf we will need a signed note from the other person confirming that you have their authority to do so.

We hope our procedure will enable us to put right whatever may go wrong, but if you are not satisfied with the outcome you may contact:-

NHS England: telephone 0300 311 2233 or email [email protected]

Postal address: NHS England, PO Box 16738, Redditch, B97 9PT

If your complaint is about a commissioning service, then you can contact the Patient Experience Team on 0115 8839570 or email [email protected].

Patient’s complaints advocacy is provided locally by POhWER, and can be contacted on 0300 020 0093.

NHS PRIMARY CARE COMPLAINTS

Since 2009, NHS patients wishing to complain about primary care services can take their complaint to either the provider (such as the GP or dental practice) or the commissioner, NHS England – but not both.

From 1 August 2015, the NHS England North Midlands Complaints Service will be responsible for the investigation of all NHS England complaints relating to primary care provided in Staffordshire & Shropshire as well as Derbyshire & Nottinghamshire.

Although the North Midlands Complaints Service has offices in Mansfield in Nottinghamshire and Anglesey House in Rugeley, all new complaints need to be sent to the NHS England Customer Contact Centre, who will log the complaint and forward it to the relevant office.

You can contact the Customer Contact Centre:

Post: NHS England
PO Box 16738
Redditch
B97 9PT

Email: [email protected]

Telephone: 0300 311 2233

If patients are not satisfied with the way their complaint has been dealt with by the provider or commissioner, they can contact the Parliamentary and Health Service Ombudsman (PHSO).

Post: The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Email: [email protected]

Telephone: 0345 015 4033