Somerset Gardens |
|
Comments And Suggestions The doctors and staff at this practice are very interested to know what you think about the services we offer at the surgery. It is important to us that you feed back any comments or suggestions for improvement which may be of benefit to patients. If you are happy with the current service we provide, tell us. It all helps towards building a better relationship with you, our patients. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. How To Complain
We hope that most problems can be sorted out easily and quickly, preferably at the time they arise and with the
person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we
would like you to let us know as soon as possible, as it will help all involved to recall events when the
incident is fairly recent. Unfortunately, this is not always possible; therefore you need to tell the
practice of your complaint: Complaints should be addressed to the centre manager or the doctor concerned. Alternatively, you may ask for an appointment with the centre manager in order to discuss your concerns. The centre manager will go over the complaints procedure with you and ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint. What We Shall Do We shall acknowledge your complaint within two working days and aim to respond to your complaint within 10 working days of the date of receipt. We shall then be in a position to offer you an explanation or a meeting with those involved. In order to resolve your complaint we shall aim to:
* Discover what happened and why 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 their permission to do so. The patient concerned will need to provide us with written consent, unless they are incapable (because of illness) of providing this. Complaining To The Health Authority We hope that if you have a problem you will use the practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve services at the practice. This does not affect your right to approach the local health authority if you are dissatisfied with the result of our investigation. You should then contact the following:
It may be helpful to know that if you need assistance with making your complaint, ie perhaps drafting a letter of
complaint, or where you may get further information on specific issues etc, you can contact: Attached Staff We would also like to point out that our complaints procedure applies to our own employees and does not include complaints against staff such as district nurses, physiotherapists, dieticians, counsellors and phlebotomists. Complaints against such staff must be taken up directly with their own managers. Patient Advice and Liaison Service (PALS) PALS provides FREE confidential health advice and information for patients, their families and carers. You can get in touch as followes: Call: 020 8442 6859/6441 Monday to Friday 9.00am to 5.00pm. Write to: Website: www.haringey.nhs.uk |
