Compliments, Complaints and Comments

Non-urgent advice: Let the practice know your views

The Hall Practice 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 don’t 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 services by completing the Complaints & Comments form on the leaflet. Alternatively, please contact online, by email or call our Patient Services Team on 01753 989800

– Could you easily get through on the telephone?

– Did you get an appointment with the clinician you wanted to see?

– Were you seen within 20 minutes of your schedule appointment time?

– Were our staff helpful and courteous?
Patient Complaints and Comments Leaflet

Non-urgent advice: 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 procedure meets national criteria.

Note: If you make a complaint it is the practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

Non-urgent advice: How to complain

The practice management team hope that if you have concern you will use the Practice Complaints Procedure and contact the practice directly.

Telephone: 01753 989800

Email: bobicb-bucks.thehallpractice.pm@nhs.net

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 withing 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 3 working days. The practice will respond to your complaint within 10 working days and, if we cannot, we will notify you of the delay and the reasons for this.

When the practice looks into your complaint it aims to:

– Ascertain the full circumstances of the complaint

– Make arrangements 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

Non-urgent advice: Complaining on behalf of someone else

Please note that The Hall Practice 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 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.
The practice management team hope that if you have a concern you will use the Practice Complaints Procedure and contact the practice directly:

Telephone: 01753 989800

Email: bobicb-bucks.thehallpractice.pm@nhs.net

If you feel you cannot raise your complaint with us, you can contact any of the following:

Patient Advisory Liaison Services (PALS)

Buckinghamshire, Oxfordshire and Berkshire

Telephone: 0800 328 5640

Email: bobicb-bucks.palscomplaints@nhs.net

Post: Amersham Hospital, Executive Offices, Whielden Street, Amersham, Buckinghamshire

HP7 0JD

NHS England

Telephone: 03003 112233

Email: england.contactus@nhs.net

Post: NHSE, PO Box 16738, Redditch, B97 9PT

Website: www.england.nhs.uk

Complaints Advocacy Service

You also have the right to seek assistance with any complaint from the NHS Complaints Advocacy Service which is an independent charity.

The can be contacted in the following ways:

Telephone: 0300 330 5454

Email: nhscomplaints@voiceability.org

Post: Total Voice, Cambridgeshire & Peterborough VoiceAbility, The Old Granary, Westwick, CB24 3AR

Website: www.nhscomplaintsadvocacy.org

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.

Telephone: 0345 015 4033

Telephone (Minicom): 03000614298

Website: www.ombudsman.org.uk

Information Commissioner’s Office (ICO)

In relation to data Protection

Telephone: 0303 123 113

Website: www.ico.org.uk

Care Quality Commission (CQC)

If you have a genuine concern about a staff member or regulated activity carried on by this practice then you can contact the CQC:

Telephone: 03000 616161

Website: www.cqc.org.uk