Suggestions, Comments and Complaints
Let the practice know your views
We aim to offer a friendly and professional service to all our patients. However, if you have concerns about any aspect of our service, please let us know by completing the Feedback and Complaints triage.
We operate a Practice Complaints Procedure which meets the national criteria set by the NHS. Further information concerning this matter is available from the practice. We aim to resolve any problems before they become formal complaints.
Raising concerns / compliments on behalf of someone else
Please note that The Red Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
Our Feedback form accessible via our website
The Red Practice is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
Practice complaints procedure
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.
How to complain
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please write in with your feedback to redadmin@nhs.net FAO the Practice Manager and this will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
- Within 12 months of the incident that caused the problem
or
- Within 12 months from when the complaint comes to your notice
The Practice will acknowledge your complaint within three working days.
If and when appropriate the Practice will arrange a meeting or will telephone you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed (and usually within 28 working days)
When the practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint
- Make arrangements for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what the practice can do to make sure the problem does not happen again
- Take away learning and implement changes where required or warranted
If you remain unhappy with our response, you can contact any of the parties mentioned within this leaflet. Thank you for your help, understanding and support.
Complaining on behalf of someone else
Please note that The Red Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.
Complaining to other authorities
The practice management team hope that If you have a problem you will use the Practice Complaints Procedure.However, if you feel you cannot raise your complaint with us, you can contact use the following NHS.UK page to help and guide you: How to complain to the NHS – NHS (www.nhs.uk)
Independent Health Complaints Advocacy details:
We understand that you might need support to make a complaint about an NHS Service. In partnership with Surrey Independent Living Council, Healthwatch Surrey are able to provide free, independent support and assistance to people who live in Surrey. You can make a complaint about hospitals, GPs, mental health services, nurses, pharmacists, dentists, opticians, 111, walk-in centres, NHS-funded private care and more.
If you would like our help or to find out more, please contact Surrey Independent Living Council (SILC) by telephone: 01483 310 500 (10:00-16:30 Mon-Fri excluding bank holidays), via email: nhsadvocacy@surreyilc.org.uk: and at the website: www.surreyilc.org.uk.
Healthwatch Surrey Helpdesk:
Healthwatch Surrey is your local health and social care champion. Making a complaint about NHS or social care services can be daunting. You might be wondering whether it’s worth the time and effort. But Healthwatch Surrey are here to help you every step of the way, so that you and others get the right care.
If you need to make a complaint about a healthcare service, contact our Helpdesk for free, independent, impartial information and advice:
Telephone: 0303 303 0023 (local rate number)
Text Relay: 18001 0303 303 0023
Text (SMS): 07592 787 533
Email: enquiries@healthwatchsurrey.co.uk
Website: www.healthwatchsurrey.co.uk
P0Hwer
Help people who, because of disability, illness, social exclusion and other challenges, find it difficult to express their views or get the support they need.
Website: www.pohwer.net
Tel: 0300 456 2370
Contacting the Care Quality Commission
If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website: www.cqc.org.uk – Complain about CQC.
Parliamentary and Health Service OMBUDSMAN
If you are not happy with the response from this practice, you can refer your complaint to:
Parliamentary and Health Service Ombudsman on:
Website: www.ombudsman.org.uk
Telephone: 0345 015 4033