Complaints Procedure

1a Goldsmith Street
Mansfield
Nottinghamshire NG18 5PF

Home

Telephone: 01623 649528 Fax: 01623 624595

Information for patients

If you have a complaint or concern about the service that you have received from the doctors, any other member of staff based at Millview or any hospital the practice refers to, please Let us know. We operate a practice complaint procedure as part of a NHS system for dealing with complaints. Our complaint procedure meets 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 this way and you wish to make a complaint, we would like you to let us know as soon as possible.
Please let us have details of your complaint:

Within 6 months of the incident that has caused the problem
Within 6 months of discovering that you have a problem, providing this is within 12 months of the incident.

Complaints should be addressed to the practice manager or any of the doctors. Alternatively, you may ask for an appointment with the practice manager in order to discuss your concerns. She 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 specific as possible about your complaint.

What we shall do

We shall acknowledge you complaint within 3 working days, this may be by letter or telephone and aim to have looked into your complaint within ten working days from the date you raised it with us. There is no allotted timescale for resolution, as it is accepted that the requirements will differ from case to case.

When we look into your complaint, we shall aim to:-

• Find out what happened and what wont wrong.
• Make it possible 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 we can do to make sure the problem does not arise again.

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 of providing this.

Complaining to the primary care trust

We hope that if you have a problem, you will use our practice complaint procedure. We believe this will give us the best chance of putting right whatever has gone wrong, and the opportunity to improve our practice. But this does not affect your right to approach the Local PCT. If you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation, you could contact the PCT conciliation service for further advice.

To be reviewed March 2013

Midwife
If you need a midwife in an emergency telephone the Dukeries Centre 622815

Website Design Internet-GP