Stop Smoking Help
Patient Group (PPG)
End of Life Care
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Right to Information
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
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
If you need a midwife in an
emergency telephone the Dukeries