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Complaints

We aim to give a friendly and professional service to all our patients.  However, if you have any concerns about any aspect of our service, please let us know.  Speak to whoever you feel most comfortable - your GP, practice manager or our reception staff will be happy to help.  In the majority of cases, concerns can be resolved quite easily.  However, if you feel we have not dealt with the issues you have raised as you would wish, you can write to the Complaints manager at Hounsfield Surgery, where we will acknowledge your complaint within three working days and advise you of the timescale required to investigate the issue. Once we have investigated the issue we will be in a position to offer you an explanation, or meeting with the people involved.

 

Patient Advice and Liaison Service (PALS) can often help resolve any problems before they become formal complaints.  Please see the Patient Advice and Liaison Service link on our website.


The complainant, or their representative, can complain about any aspect of care or treatment they received at this practice to:

  1.           This   practice via the complaints manager, Alison Addison
  2.           NHS England: Telephone 03003 112233, email contactus@nhs.net or in writing: NHS England, PO Box 16738, Redditch, B97 9PT. In British Sign Language (BSL) patients can talk to NHS England via a video call to a BSL interpreter

Should you not be happy with the response to your complaint from the above organisations you may wish to escalate it to the the Parliamentary Health Service Ombudsman, Millbank Tower, Millbank, London, SW1 4QP. Tel: 0345 015 4033


Pohwer

Pohwer provide an NHS Complaints Advocacy which is free, confidential and independent of the NHS.

They can:

  • Support you to make a complaint about the service, care or treatment provided by the NHS, including complaints about your GP, dentist, local hospital, ambulance service or pharmacy,
  • Support you with a complaint about health and social care,
  • Support you to make an NHS complaint on someone else's behalf, including if someone has died,
  • Listen to your concerns,
  • Signpost you to the right organisation if we think that someone else can be of more help than we can,
  • Answer questions about the NHS complaints procedure and explain your options

Pohwer Leaflet



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