The Woodlands Practice aims to give a friendly and professional service to all our patients, and to provide the best care we can. However, we can sometimes fall short of the mark. If you have any compliments, comments, concerns or complaints about our service, we want to hear about it.
Who to complain to:
Complaints should be addressed to: The Practice Manager
We hope that, if you have a problem, you will use our in-house practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
Who can complain:
You can complain about something that has happened to you or about another person’s treatment. We keep strictly to the rules of medical confidentiality. Therefore, if you are complaining on behalf of someone who is unable to make their own complaint, we have to know that you have their permission to do so and therefore request their permission in writing, unless they are incapable due to illness of providing this.
What the Practice will do
We shall acknowledge your complaint within 3 working days, preferably in writing.
We will agree with you a complaint plan which will include:
- Details of all parties and how they can be contacted
- The issues that require addressing
- The planned outcomes
- How the matter will be investigated
- The timescale for the investigation and any interim progress reports to be provided to the complainant.
- How the responses will be provided
- What support has been suggested for the complainant
- How the practice will provide follow-up on any action taken as a result of a complaint as a means of continuous improvement.
Next steps - Investigating your complaint:
We aim to look into your complaint within the timescale agreed with you initially. If this is not possible we will update you in writing of the reason for the delay.
We aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you wish
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem does not happen again
- We shall then be in a position to discuss with you the issues raised and our findings
If you feel we have not dealt with the issues you have raised as you would wish, you are at liberty to approach Healthwatch Bromley on 020 8315 1916 or the National Commissioning Board on 0300 311 2233.
The Parliamentary and Health Service Ombudsman website www.ombudsman.org.uk also contains detailed information on raising a complaint about any aspect of the NHS in England.