Suggestions & Complaints

Want to make a suggestion to the practice?

Your comments and suggestions are important to us, please click on the 'Suggestions Form' link, complete the form to send them to us.

Please note : only use this form for comments about the practice and suggestions as to how we can improve our service to you.

Medical matters and official complaints cannot be dealt with via this form. If you have a query regarding a medical matter please telephone reception to make an appointment to see the appropriate person.

Do you want to make a complaint?

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If this is not possible and you wish to make a complaint, please inform us as soon as possible, as this will enable us to establish what happened more easily.  If this is not possible please be aware that complaints should be made:

  • Within 12 months of the incident that caused the problem or of becoming aware of the matter complained about;
  • Either to the commissioner of the service or to the service provider. In most cases this will be either NHS England or the Practice.

If you wish to make a complaint

We encourage that in the first instance you contact the practice to investigate and respond to your complaint or concern by writing or by emailing us at nel.b81030@nhs.net. Oversight of complaints is kept by the Practice Manager and the Deputy Practice Manager. The complaints procedure will be explained to you, and we will ensure that your concerns are dealt with promptly. If there are unforeseen delays with regards to responding to your complaint, you will be kept informed of the same. It will be a great help if you are as specific as possible about your complaint. Once we are in receipt of your complaint this will be investigated by speaking to the parties involved and review of your clinical records (if applicable) following which the practice will provide a formal written response.

What happens next?

We shall acknowledge your complaint within three working days either by telephone, email or by writing, and if necessary discuss the complaint further with you to ascertain further or unclear details.

 We shall then undertake to:

  • Investigate the feedback and concerns raised thoroughly, properly and appropriately;
  • Write to you on completion of the investigation and explain how it has been resolved, what action has been taken, and (where applicable) how we have embedded learning from the concerns in our practice;
  • Advise you of your rights if you are unhappy with the outcome.

Complaining on behalf of someone else

Please note that we adhere strictly to the rules of data security and information governance. If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  In such cases a Confidentiality and Access to Information Consent Form will be required to be completed by the person to whom the complaint refers to.  

Compliments

Whilst we are grateful for any feedback which will help us to improve our service we are also appreciative to know of the experiences which you have felt have been positive. 

You can feed this back via our Facebook page: https://www.facebook.com/ScarthoMedical/?ref=hl or through the NHS website: https://www.nhs.uk/Services/GP/LeaveReview/DefaultView.aspx?id=39533