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Practice Complaints Procedure
If you have a complaint or concern about the service you have received from
the practice, please let us know. We operate a practice complaints procedure
as part of a NHS system for dealing with complaints. Our complaints system has
been developed in line with national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, often at
the time they arise and with the person concerned. If your problem cannot be
sorted out in this way and you wish to make a complaint, we would like you to
let us know as soon as possible – ideally within a few days, because this
will enable us to establish what happened more easily. If it is not possible
to do that, please let us have details of your complaint:
- Within 6 months of the incident that caused the problem, or
- Within 6 months of discovering that you have a problem, providing that this
is within 12 months of the incident
Written complaints
We would ask that, where possible, you make your complaint in writing, giving
us as much information as you can. If the complaint is about a specific incident,
please give as much information as possible:
- Describe what happened
- Who was involved
- When the incident happened
- Where the incident happened
If the complaint is about a particular issue or procedure, you should also
write with as much information as you are able to give. Complaints should be
addressed to:
Mrs Christine
Anderson
Practice Manager
The Castle Medical Group
The Health Centre
Railway View Rd
Clitheroe BB7 2JG
MrsAnderson is responsible
for ensuring that the practice complaints procedure is followed.
In her absence, complaints will be administered by Mr Phil
Mileham
If you prefer, you may address your complaint to Dr Susie Owen, or any of
the other doctors in the practice.
Verbal complaints
If you do not wish
to make your complaint in writing, you should, where possible,
raise it with the person concerned at the time. Alternatively,
you may raise your complaint with any member of the practice
staff. The member of staff will ask you for some details about
your complaint, and will fill in a Contact Sheet. The staff
member may not be able to answer your complaint, but will
ensure that details are passed immediately (the same day)
to Mrs Anderson or her nominated deputy.
Alternatively, you
may ask for an appointment with Mrs Anderson or Dr Owen to
discuss your concerns. They will explain the complaints procedure
to you and will make sure that your concerns are dealt with
promptly. It will be a great help if you are as specific as
possible about your complaint.
What we will do
- We will acknowledge your complaint in writing within 2 working days.
- We will aim to look into your complaint within 10 working days of the date
when you raised it with us.
- We will then offer you an explanation, including details of any action to
be taken by the practice, or invite you to attend a meeting with the people involved.
- If we have not been able to establish sufficient information
within the 10 days, we will contact you in any case to inform
you that we are continuing to look into the problem we will
write to you again within a further 10 days, offering an
explanation.
When we look into your complaint, we will aim to:
- Find out what happened.
- Make it possible for you to discuss the issue with those concerned, if you
wish.
- Make sure you receive an explanation of what happened, and an apology where
appropriate.
- Identify areas to be addressed by the practice, and take any corrective action
if necessary.
What we ask you to do
We will ask you in the letter of response to notify the practice that you
accept the outcome of the complaint, or otherwise, stating your further requirements.
We will assume that the outcome of the complaint is satisfactory should we not
receive a reply within 28 days.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality.
If you are complaining on behalf of someone else, we have to know that you have
his or her permission to do so. A note signed by the person concerned will be
needed, unless they are incapable (because of illness) of providing this.
Complaining to the Health Authority
We hope that, if you have a problem, you will use our practice complaints
procedure. We believe that this will give us the best chance of improving our
services to patients.
This does not affect your right to approach the local health authority, if
you feel you cannot raise your complaint with us or you are dissatisfied with
the result of our investigation, you should contact:
The Complaints Manager
East Lancashire Primary Care Trust
31-33 Kenyon
Road
Lomeshaye
Estate
Nelson
BB9 5SZ
Tel. 01282
619909
Other Useful Addresses and Telephone Numbers
Patient Advice Liaison Service (PALS)
East Lancashire
Primary Care Trust
Red Rose Court
Clayton Business Park
Clayton le Moors
Accrington BB5 5JR
Helpline: 08456 015908 (10.00 am – 4.00 pm)
The Health Service Ombudsman for England
11 th Floor
Millbank Tower
Millbank
London
Tel. 0171 276 2035
East Lancashire Hospitals NHS Trust
Royal Blackburn Hospital
Blackburn
Tel. 01254 263555
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