Everyone at your practice endeavours to provide the best service and care possible. Unfortunately, we understand that there may be times when you feel this has not happened. If you have a complaint about the practice please feel free to let us know. You can do this in person, or by phoning the practice or by writing to us at the Practice address.
Complaints ProcedureInformation for Patients
The people who look after your health will do whatever they can to ensure you are treated properly and promptly, but sometimes things do go wrong. If you have a complaint or a concern about the service your have received from the doctors or any of the staff working at this Practice please let us know.
We will investigate the concerns you raise promptly, and with respect and courtesy. We aim to give a thorough response along with the opportunity for you to discuss any matters further.
Who Can Make a Complaint?
- Anyone who is receiving, or has received, services from the surgery.
- Anyone who is affected, or likely to be affected, by the action, omission or decision of the surgery.
- A representative acting on behalf of a person who:
- Has died;
- Is a child (where it is deemed the complaint is in the child’s best interests);
- Is unable to complain themselves due to physical or mental incapacity (where it is deemed the complaint is in that person’s best interests);
- Has requested (in writing to the practice) the representative to act on their behalf.
Time Limit for Making a Complaint
- A complaint can be made up to 12 months after the date on which the matter which the subject of the complaint occurred; or
- If later, the date on which the matter which the subject of the complaint came to the notice of the complainant.
The time limit may be extended if the practice is satisfied that the complainant had good reasons for not making the compliant within 12 months; and notwithstanding the delay, it is still possible to investigate the complaint effectively and fairly.
How to Make a Complaint
Informal Complaints
You can make an informal complaint by asking to speak to the Practice Manager (or Deputy Practice Manager in her absence).
The Practice Manager will investigate the issue promptly and endeavour to feed back to you the next working day, or later if both parties agree (e.g. if staff/doctor involved not due to be at surgery within this timescale).
If the practice manager (or Deputy Practice Manager) is not available we would recommend that complaints are communicated to the practice in writing – email to [email protected] or by letter to Hillfoot Surgery, 126 Owlcotes Road, Pudsey, Leeds LS28 7QR. This will ensure they have a complete record of your concerns when they return.
If you are unable to write to us some concerns can be dealt with verbally – however this is not recommend when the complaint relates to a specific member of staff. We would prefer written details so we can fully investigate.
Most problems can be resolved in this way, but if you are not happy with the outcome of the informal complaint you can make a formal complaint.
Formal Complaints
Who can a formal complaint be made to?
ONLY TO – either the practice -OR – ICS Commissioner
In the event of anyone not wishing to complain to the practice they should be directed to make their complaint to Commissioner(ICS) at:
By telephone: 0113 221 7777
By email: [email protected]
By post: Patients Experience, Leeds Clinical Commissioning Group, Suites 2-4 WIRA House, West Park, Ring Road, Leeds, LS16 6EB
In those cases where the complaint is made to ICS Commissioner, the practice will comply with all appropriate requests for information and co-operate fully in assisting them to investigate and respond to the complaint.
A formal complaint to the practice can be made to the Practice Manager (or Deputy Practice Manager in her absence). As with informal complaints we would recommend that this is in writing so that your concerns are fully understood..
- The practice will acknowledge the complaint in writing within 3 days of receipt and provide:
- An explanation of how the complaint will be handled;
- Details of how long the investigation is likely to take. (6 months allowable under regulations, but at Hillfoot Surgery we aim to respond to all complaints within 3 weeks);
- An offer to discuss the outcome with you once you have received a report of the investigation, or an earlier mutually agreeable date if you wish.
- The Practice Manager will co-ordinate the investigation of all complaints and produce a report that includes:
- An explanation of how the complaint has been considered;
- Conclusions reached, including any areas for remedial action and clarification of whether such action has been taken or is planned.
- Details of your right to take the complaint to the Health Service Ombudsman.
- The response to all formal complaints will be reviewed and agreed by the Senior Partner before being sent to you.
- If a response is not sent within the timescales agreed the Practice Manager will notify you in writing and explain the reason why; and send a written response as soon as is reasonably practicable.
Annual Review of Complaints
The practice will produce an annual complaints report to be sent to the local Commissioning Body (NHSE) and will form part of the Freedom of Information Act Publication Scheme.
The report will include:
- Statistics on the number of complaints received
- The number considered to have been upheld
- Known referrals to the Ombudsman
- A summary of the issues giving rise to the complaints
- Learning points that came out of the complaints and the changes to procedure, policies or care which have resulted
Care must be taken to ensure that the report does not inadvertently disclose any confidential data or lead to the identity of any person becoming known.
Confidentiality
All complaints must be treated in the strictest confidence and the practice must ensure that the patient etc. is made aware of any confidential information to be disclosed to a third party (e.g. NHSE).
The practice must keep a record of all complaints and copies of all correspondence relating to complaints, but such records must be kept separate from patients’ medical records and no reference which might disclose the fact a complaint has been made should be included on the computerised clinical record system.
Unreasonable or Vexatious Complaints
Where a complainant becomes unreasonable or excessively rude or aggressive in their promotion of the complaint, some or all of the following formal provisions will apply and must be communicated to the patient by the Responsible Person in writing:
- The complaint will be managed by one named individual at senior level who will be the only contact for the patient
- Contact will be limited to one method only (e.g. in writing)
- Place a time limit on each contact
- The number of contacts in a time period will be restricted
- A witness will be present for all contacts
- Repeated complaints about the same issue will be refused unless additional material is being brought forward
- Only acknowledge correspondence regarding a closed matter, not respond to it
- Set behaviour standards
- Return irrelevant documentation
- Detailed records will be kept of each encounter
Leeds CCG Patient Advice and Liaison Service (PALS)
The following services are available and will continue to support patients in Leeds:
- Leeds Teaching Hospital NHS Trust PALS – support for all complaints, comments, concerns and compliments regarding hospital services
Telephone 0113 2066261 or email [email protected]
- Leeds and York Partnership NHS Foundation Trust PALS – support for all complaints, comments, concerns and compliments
Telephone 0800 052 5790 or email [email protected]
- Leeds Community Healthcare NHS Trust PALS – support for all complaints, comments, concerns and compliments for community service
Telephone 0113 220 8585 or email [email protected]
- All primary care complaints are to be directed to the GP practice or alternatively ICS Commissioner on telephone 0113 2217777 or email [email protected]
- All commissioning related concerns or feedback can be directed to the ICB at [email protected] or formal complaints to [email protected]
There is an independent advocacy service within Leeds, Advonet, available to provide support to people wanting to make a complaint.
Telephone 0113 244 0606 or email [email protected]
If you remain dissatisfied with the way your complaint has been handled
You may ask the Health Service Ombudsman to look into the matter further. You can contact the Health Service Ombudsman at:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
or visit their website at www.ombudsman.org.uk
PATIENT COMPLAINT FORM
Patient’s Full Name: Date of Birth:
Address:
Telephone:
Detail the complaint below, including dates, times, and names of practice personnel, if known.
Continue on a separate page where necessary.
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Print name ________________________________________________
Signed ________________________________
Date ________________
Please return completed forms to: Hillfoot Surgery, 126 Owlcotes Road, Pudsey, Leeds LS28 7QR
