Comments & Complaints
Comments and Complaints
If you have a complaint or concern about the service you have received from the Doctors or any of the staff working in this Practice, please let us know. We operate a Practice complaints procedure as part of a National Health Service system for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be sorted out easily and quickly, often
at the time they arise and with the person concerned. If your problem
cannot be sorted out in this way and you wish to make a complaint, we
would like you to let us know as soon as possible – ideally within a
matter of days or at most a few weeks – because this will enable us to
establish what happened more easily. If it is not possible to do that,
please let us have details of your complaint:
Within twelve months of the incident that caused the problem
OR
After twelve months of the incident only if you could not have known
about the issue within the initial twelve months
Complaints should be addressed to Nick Derbyshire, our Practice Business
Manager who is responsible for handing all complaints. Alternatively,
you may ask for an appointment with him in order to discuss your
concerns. He will explain the complaints procedure to you and will make
sure that your concerns are dealt with promptly. It will be a great help
if you are as specific as possible about your complaint.
Under new regulations introduced in April 2009 you can, if you prefer,
write directly to Derbyshire County PCT Complaints Team at Babington
Hospital, Derby Road , Belper DE56 1WH Tel 01773 525114/119.
What we shall do
We shall acknowledge your complaint within two working days and aim to
have looked into your complaint within ten working days of the date when
you raised it with us. We shall then be in a position to offer you an
explanation, or a meeting with the people involved.
When we look into your complaint we shall aim to:
Find out what happened and what went wrong
Make it possible for you to discuss the problem with those concerned, if
you would like this
Make sure you receive an apology, where this is appropriate
Identify what we can do to make sure the problem does not happen again.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Complaining to the Health Services Ombudsman
If your complaint can not be satisfactorily resolved through the above process, you have the right to take the matter to the Health Services Ombudsman. We will be happy to provide details upon request.
