COMMENTS, SUGGESTIONS AND COMPLAINTS
Our aim is to provide the highest level of care for all our patients.
We will always be willing to hear if there is any way that you think we can improve the service we provide.
| What you should do If you have any complaints, suggestions or concerns about the service that you have received from the doctors or the staff working for this practice, please let us know. We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria. How to complain If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager, Lister House Surgery, 207 St Thomas Road, Peartree, Derby DE23 8RJ. Our receptionists have a form that you can complete if you call in at the Practice. You should be as specific and concise as possible. The Practice Manager will make sure that we deal with your concerns promptly and in the correct way. Complaining on behalf of someone else We adhere strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form will be sent to them by the Practice . |
What we will do Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We will acknowledge your complaint within 3 working days of receipt, or, where that is not possible, as soon as reasonably practicable, and will aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will aim to · investigate the circumstances · if appropriate we will make it possible for you to discuss the problem with those concerned · take steps to make sure any problem does not arise again · make sure you receive an apology if this is appropriate You will receive a final letter setting out the result of any practice investigations Taking it further If you remain dissatisfied with the outcome you may refer the matter to: The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP Tel 0345 0154033 www.ombudsman.org.uk |
PALS (Patient Advice and Liaison Service)
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
What does PALS do?
In particular, PALS will:
- Provide you with information about the NHS and help you with any other health-related enquiry
- Help resolve concerns or problems when you are using the NHS
- Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
- Provide you with information and help introduce you to agencies and support groups outside the NHS
- Inform you about how you can get more involved in your own healthcare and the NHS locally
- Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
- Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.
Find out more
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.