Suggestions And Complaints
Our aim is to give you the highest possible standard of service and we will try to deal swiftly with any problems that may occur. We do however a complaints procedure in place for those instances where a patient is not satisfied with the services we have given.
As of 1st April 2009 this practice adheres to the NHS and Social Care Complaints Procedure under the Care Quality Commission as governed by the regulations; The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.
The complaints procedure applies in England to all NHS bodies, all providers of NHS health care and to independent providers, both from the voluntary and independent sector, which provides "health care in England under arrangements made with an NHS body".
Should a patient (or a representative on their behalf) make a complaint, the Practice may need to provide information about the patient, and treatment they have received, to insurers or legal advisers.
In line with these regulations, Katie Bush acts as the Complaints Manager whilst Dr Williams is the nominated “Responsible Person” under the scheme.
The complaints procedure has two stages; firstly local resolution and secondly Parliamentary and Health Service Ombudsman.
Complaints about the services provided by this surgery, can either be made to us, or direct to the commissioning body which in this Practice's case is Worcestershire PCT. If a complaint is made to the Practice, and the complainant is not happy with the response, then the complainant cannot then go to the PCT. Instead complainants dissatisfied with the response from the primary care provider can refer the complaint to the Ombudsman.
The regulations require a complaint to be made within 12 months of the matter occuring, or it being brought to the complainant's attention. If someone other than the patient makes the complaint, then the person receiving the complaint wil lhave to ensure that they have the authority to make the complaint. The complainant is entitled to a timely response to their complaint. The regulations also require all complaints to be acknowledged within 3 working days of receipt.
ICAS is the Independent Complaints Advocacy Service. It helps those who wish to complain about the NHS. The office which covers Worcestershire is based at County Buildings, St Mary's Street, Worcester, Worcestershire, WR1 1LT. The phone number is 0845 337 3056, fax number 0845 337 3057.
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