Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Peel Medical Practice
We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level.
Please speak to a member of staff if you have a complaint. If they are not able to resolve your complaint, ask to speak to the Complaints Manager, Sue Greenwood.
If you feel that your complaint cannot be resolved verbally a complaint can be made in writing for the attention of the complaints manager or via email to: [email protected].
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The complaints manager will acknowledge all complaints within three business days.
We will aim to have the complaint completely resolved within 40 days however we will provide you with updates should this be necessary.
Investigating complaints
Peel Medical Practice will investigate all complaints effectively and in conjunction with existing legislation and guidance.
Confidentiality
Peel Medical Practice will ensure that all complaints are investigated with the utmost confidentiality, and any documents are held separately from the patient’s healthcare record.
Third party complaints
Peel Medical Practice allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.
Final response
Peel Medical Practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.
Further actions
If you are dissatisfied with the outcome of your complaint you can seek further guidance from:
NHS England
PO BOX 16738
Redditch B97 9PT
Tel: 03003 112233
[email protected]
Or alternatively complain to the:
Parliamentary Health Service Ombudsman
Milbank Tower
Milbank
London SW1P 4QP
Tel: 0345 015 4033
www.ombudsman.org.uk
You may also approach PALS for help or advice:
The Patient Advice and Liaison (PALS) can be contacted on 0800 030 4563
