We are very happy to receive constructive comments and suggestions for improving our service to patients. These can be made directly to Mrs. Tracy Feist, our Practice Manager.
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in the practice, you can speak to Mrs Feist about it. We hope that most problems can be sorted out informally, quickly and easily, often at the same time as they arise and with the person concerned.
However, if you feel the complaint is too serious for an informal approach, you can make a formal written complaint to Mrs. Feist, as the Practice Complaints Manager, or to Dr. Jane Cassidy, as the Practice Complaints Partner.
Your complaint will be acknowledged within 3 working days, will be investigated and a response sent to you within 10 working days of receipt. As part of the investigation into your complaint, Mrs. Feist will offer to meet with you to make sure all the relevant facts are taken into consideration. When we look into your complaint we shall aim to:
- Find out what happened
- Make sure you receive an response/apology/explanation/ where this is appropriate
- Identify what we can do to make sure this problem does not happen again.
We hope that you will use our Practice Complaints Procedure, as we believe this will give us the best chance of putting right whatever has gone wrong and give us an opportunity to improve the practice. However, you also have the right to direct your complaint to a higher tier of the NHS, where an independent Complaints Administrator will deal with your complaint. You can also appeal to this authority if you are not satisfied with the result of our investigation.
Information regarding your complaint might need to be shared with a Commissioning Support Unit. If you do not want to share information with the CSU, you will need to inform NHS England as part of your complaint. If consent is required for the investigation the patient will be contacted directly to ensure the appropriate consent is in place.
Complaints NHS England
NHS Commissioning Board
PO BOX 16738
0300 311 2233
NHS England - Change in the process for patients wanting to make a complaint about services commissioned by NHS England
From April 1st 2013 NHS England is responsible for the direct commissioning of:
- GP services
- Dental services
- Community pharmacy services
- Optometry services
- Health visiting services
- Screening services
Making a complaint
If you are unable to discuss your complaint directly with your provider you can ask NHS England to look into your concerns.
The contact details for NHS England are:
Telephone: 0300 311 22 33
NHS Commissioning Board,
PO Box 16738,
This will direct you to a customer contact centre who will deal with your concerns and agree actions to resolve them.
Catherine Pelley, Deputy Director of Nursing,
Herts and S. Midlands Area Team, NHS England