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Complaints Procedure 

 

We operate a Practice Complaints procedure in compliance with the current National Guidelines. 

 

Click here to download our Complaints Procedure Patient Information Leaflet

 

We all try to give you the best service possible, but at times you may feel that this has not been sufficient. This information explains what to do if you have a complaint about the services you have received from the doctors, or any other member of staff working within the practice. This practice procedure does not deal with questions relating to legal liability or compensation.

 

HOW TO COMPLAIN

If you have a complaint we hope that it can be rectified efficiently and as speedily as possible. It is often best to deal with the problem/s at the time they arise and directly with the person concerned.

 

If you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.

 

If this is not possible then please let us have the details of your complaint:

  • Within 12 months of the incident,
  • or within 12 months of you discovering that you have a complaint.

Please make sure you give as much detail as you can.

 

Please address any letters of complaint to the Practice Manager, if the complaint is about the Practice Manager, then please address your complaint to the Senior Partner, in this case it is Dr N J Saddler. If you wish to speak with the Practice Manager to discuss your complaint please telephone to request an appointment. The Practice Manager will explain the complaints process to you and ensure that your complaint is dealt with promptly.

 

If you do not wish to complain to the Practice then you may put your complaint in writing to the NHS Communications Central Contact Centre or contact Healthwatch Doncaster (contact details are below)

 

WHAT HAPPENS NEXT?

Your complaint will be acknowledged within 3 working days, and we will  aim to have your complaint  investigated within 10 working days. If there is a delay due to the investigation taking longer then we will contact you explaining the delay and when we expect the investigation to be complete. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If you wish to have a meeting with the person(s) involved with your complaint then you may bring a friend or relative.

 

When the investigations are complete your complaint will be determined and a final response sent to you.

If your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this.

 

The final response letter will include details of the result of your complaint.

 

IF YOU ARE UNHAPPY WITH OUR RESPONSE

If you are unhappy with the response we have given you, you can contact the NHS Communications Central Contact Centre or alternatively you can request the Health Service Ombudsman to review the matter.

 

COMPLAINING ON BEHALF OF SOMEONE ELSE

We adhere to the strict rules of medical and personal confidentiality. If you wish to make a complaint and you are not the patient involved, we will require a written letter of consent from the patient who wishes to complain, to confirm that they are unhappy with services we have provided and that we can deal with their complaint with their representative who must be named in their consent letter. We do have a patient third-party consent form, just ask one of the receptionists for this form.

 

CONTACT DETAILS OF WHERE TO SEND YOUR COMPLAINT

Practice Manager

The Mayflower Medical Practice

Station Road

Bawtry

Doncaster

DN10 6RQ

Telephone: 01302 710326

 

NHS Communications Central Contact Centre

PO Box 16738

Redditch

B97 9PT

Telephone: 0300 311 2233

E-mail:  nhscommissioningboard@hscic.gov.uk

 

The NHS Communications Central Contact Centre has been set up to act as the first and single access point for complaints, requests and enquiries.

 

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Telephone: 0345 015 4033

E-mail: phso.enquiries@ombudsman.org.uk

 

You may also contact Healthwatch Doncaster for help or advice:

 

Healthwatch Doncaster

36-38 Duke Street

Doncaster

DN1 3EN

Telephone: 01302 378935

Email: info@healthwatchdoncaster.org.uk

www.healthwatchdoncaster.org.uk

 

Healthwatch Doncaster replaced PALS with effect from 1st April 2013 and provides confidential advice and support, helping you to sort out any concerns you may have about the care we have provided.

 

For 1st UK Registrations only contact Kelly Sharpe on 01302 566255 - by appointment only.

 


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