We welcome all feedback and appreciate patients taking time to provide this. It is nice for staff to hear when things have gone well as well as time when they have gone less well. As a surgery we always strive to ensure the best level of patient care, however we acknowledge we may not always get it right first time. Therefore we operate a complaint procedure as part of an NHS complaints system, which meets national criteria. We view complaints as an opportunity to reflect on patient care, where appropriate apologise and learn from incidents to improve patient care. If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know.
How To Complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Business Manager using the Library House Surgery complaints form, please do not e-mail the surgery as this may be overlooked. The Business Manager will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
Click here to download the Complaints Leaflet and Form (PDF, 138KB)
Complaining On Behalf Of Someone Else
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided when you download our complaints form.
What We Will Do
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations
Taking It Further
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Email: phso.enquiries@ombudsman.org.uk