Complaints

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.

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 we would ask you to discuss your complaint with the Practice Manager or Departmental Manager so we can understand and see if we are able to help. Please do phone reception and ask to speak to a manager. If you feel the issue has still not been resolved you may wish to raise a formal complaint. For formal complaints, we ideally like them in wiring so we can ensure we investigate everything you would like us to. If you are unable to put your formal complaint in writing, the practice manager will arrange a time to speak with you to ensure they gather all the information.

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

Once we have received your formal complaint, the practice will aim to acknowledge your complaint within three working days.

A full investigation will then take place to understand the circumstances around the complaint and to see if there are any learning points to take away.

Once the investigation has been completed, you will receive a written response.

For more information, please read our complaints leaflet

Billinghay Medical Practice Complaints Leaflet

OMBUDSMAN

If you are not happy with the response from the practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or through the Ombudsman’s website

If you do not wish to complain directly to the Practice you can complain to NHS England

NHS England » Feedback and complaints about NHS England

POhWERs

You can get help in making a complaint from an organisation called POhWER.  POhWER is a free, confidential service and is independent of the NHS, their website is POhWER Homepage