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Complaints & Compliments

At Fieldhead Surgery we are interested to hear your views in order for us to continually improve our services to you.

Compliments

To leave a compliment for a member of staff or regarding your experience, we encourage patients to complete a feedback form that can be found in reception and post it in the box on the wall.  All compliments are read out in a practice meeting and individual staff are praised for their work so compliments are really important for staff to receive!

We also welcome compliments to be left on the NHS Choices website at https://www.nhs.uk/Services/GP/ReviewsAndRatings/DefaultView.aspx?id=44024

Comments

Comments, suggestions and general feedback is important to us.  If you have a suggestion or comment, please complete a feedback form that can be found in reception and post it in the box on the wall.  Alternatively, the Practice Manager will take calls if you wish to give comments, feedback or suggestions.

We also welcome comments to be left on the NHS Choices website at https://www.nhs.uk/Services/GP/ReviewsAndRatings/DefaultView.aspx?id=44024

Complaints

Customer service form

The Practice Manager deals with all complaints and is your first point of contact should you need to complain about any aspect of our service.

Where possible we like to resolve complaints at the time they arise with the person concerned.  We encourage patients to make complaints known to the Practice Manager as soon as possible so that we can try to resolve a problem quickly and easily.

Formal Complaints

If your complaint cannot be sorted out in this way and you wish to make a formal complaint we request that you do so in writing and as soon as possible after the event that has caused you concern.  In any event, complaints should be made:

  • Within 12 months of the incident
  • Or within 12 months of discovering the incident

Please send formal complaints to:

The Practice Manager, Fieldhead Surgery, Leymoor Road, Golcar, Huddersfield HD7 4QQ

What We Shall Do

We shall acknowledge your complaint within three working days of it being received in the surgery. We will thoroughly investigate your complaint and aim to provide you with our findings within 28 days working days.  Should we need additional time we will contact you again to keep you informed of the reasons why.

When we look into your complaint, we shall aim to:

  • Find out what happened and what went wrong
  • Make sure you receive an appropriate apology
  • Identify what we can learn from your complaint and what we can do to make sure the problem does not happen again in order to improve our services
  • Make it possible for you to discuss the problem with those concerned, if you would find this helpful

Where a complaint investigation requires us to liaise with other organisations we may require your consent to contact them in order to write a final co-ordinated reply.  Where a complaint is received and requires investigation by another organisation, we will request your permission to send this on to the correct person to deal with it.

All complaints are reviewed by the Partners at Fieldhead Surgery and a final response letter is approved prior to sending.

Complaining on Behalf of Someone Else

As we keep within strict confidentiality rules we can only allow registered patient to complain about their own care.  If you wish to complain on behalf of someone else, we require written consent of the patient to confirm that they give permission for you to deal with the complaint.  If the patient concerned is incapable due to illness or injury to give written permission please provide precise details of the circumstances that prevent this in your complaint letter.

Taking Complaints Further

If you are dissatisfied with the outcome of your complaint, you can contact the following:

Complaints Department at NHS England, PO Box 16738, Redditch, B97 9PT

Email - england.contactus@nhs.net

Telephone - 0300 311 22 33

The Parliamentary Ombudsman at Millbank Tower, Millbank, London, SW1P 4QP Telephone - 0345 015 4033.



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