Patient Information Leaflet ( Complaints)
Practice complaints procedure
If you have a complaint or concern about the service you have received from the doctors or any of the staff working at this practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Stanwell Road Surgery.
We understand that we may not always get everything right and by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint, our staff are trained to handle complaints. Alternatively, ask to speak to the complaints manager, Mr Sidonio Costa – Practice Manager.
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf.
NHS England, PO Box 16738, Redditch, B97 9PT
Telephone: 03003 112233
Email: England.contactus@nhs.net
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to stanwell.road@nhs.net
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you became aware of the matter about which you wish to complain.
The complaints manager will acknowledge complaints within 3 working days.
We aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint. The complaints manager will provide a full response within 10 working days.
Investigating complaints
Stanwell Road Surgery will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Stanwell Road Surgery will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare records.
Third-Party Complaints
Stanwell Road Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
Stanwell Road Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.
Advocacy support
- POhWER support centre can be contacted via 0300 456 2370
- SeAp Advocacy gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
Further actions
If you are dissatisfied with the outcome of your complaint from either NHS England or this practice, then you can escalate your complaint to:
Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower
London
SW1P 4QP
Tel: 0345 015 4033