Complaints

LET THE PRACTICE KNOW YOUR VIEWS

 

CLAY CROSS MEDICAL CENTRE 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 do not 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.

 

TELL US ABOUT OUR SERVICE 

 

  • Could you easily get through on the telephone?
  • Did you get an appointment with the practitioner you wanted to see?
  • Were you seen within 20 minutes of your scheduled appointment time?
  • Were our staff helpful and courteous?

 

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 contact a member of our Complaint's Support Team who will try to resolve the issue and offer you further advise on the complaint's procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. 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, however in may take up to 8 weeks to formally investigate your complaint.

The Practice will contact you to discuss the complaint.

When the practice investigates your complaint, it aims to:

  • Ascertain the full circumstances of the complaint
  • Plan 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.

COMPLAINING ON BEHALF OF SOMEONE ELSE

 

Please note that CLAY CROSS MEDICAL CENTRE 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:

Email NHS England  at england.contactus@nhs.net with "For the attention of the complaints team" in the subject line  or phone NHS England Complaints department on 03003112233

NHS England

PO Box 16738

Redditch

B97 9PT

CONTACTING THE CARE QUALITY COMISSION


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: http://www.cqc.org.uk

PALS, ICAS & OMBUDSMAN

PATIENT ADVISORY LIAISON SERVICE (PALS)

 

PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.

PALS: 01332 623751

42 St Mary'S Gate

Chesterfield

Derbyshire

S41 7TH

ICAS  (independent  Complaints Advocacy) is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service can be found at:

Derbyshire Mind Advocacy Services

Kingsway Hospital

Derby DE22 3LZ.  Telephone 01332 623732

Email advocacy@derbyshiremind.org.uk

OMBUDSMAN

 

If You are not happy with the response from this 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 http://www.ombudsman.org.uk or Textphone (Minicom): 0300 061 4298

 

COMMENTS OR COMPLIMENTS

 

The team are also keen to hear about what you think we did well or if you have any general comments on the service that is provided.

These compliments and comments are vital for the practice to support development and improvement for the future.

Please direct any comments or compliments to the surgery address:

Clay Cross Medical Centre

Bridge Street, Clay Cross, Chesterfield, S45 9NG

Or our email: Claycross.medicalcentre@nhs.net

 

We appreciate all your comments and use these to help the Practice grow and develop