We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
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 complaint procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01273 773089
Making a complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, in writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice
If you are a registered patient, you can complain about your own care.
Complaints can be sent in writing to:
Seven Dials Medical Centre
24 Montpelier Crescent
Brighton
BN1 3JJ
Written complaints / phone complaints / complaint meeting
Writing a complaint
Complaints concerning all areas of reception can be addressed to our lead receptionist, Paula Bird. If you prefer, complaints can to be addressed to the Practice Operations Manager, Hayley Wood, or any of the partners via email Sxicb-bh.sevendialsmedicalcentre@nhs.net
Phoning a Complaint
Call us on 01273 773089 and leave your contact details and details of your complaint, the appropriate person will then get back to you.
Meeting To Discuss a Complaint
An appointment can be made to discuss your complaint with the Practice Operations Manager and the person(s) you are complaining about or if you are complaining about any other areas of the surgery we will find the most suited person(s) to meet and discuss this with you. We would need details of the complaint so we can look into it prior to a meeting so please ring on 01273 773089 and ask to speak to Hayley Wood.
What We Will Do
We shall endeavour to acknowledge your complaint in writing within 2 to 3 working days and aim to have looked into your complaint within 30 working days. We should then be in a position to offer you a written explanation. When looking into your complaint we shall aim to:
- Investigate and find out what happened and went wrong.
- Explain how it has been resolved & what appropriate action has been taken.
- Endeavour to give you a written explanation within ten working days and an apology where this is appropriate.
- Identify what we can do to make sure this does not happen again.
Unreasonable Complaints
Where a complainant becomes aggressive or despite effective complaint handling unreasonable in their promotion of the complaint, some or all of the following formal provisions will apply:
- The complaint will be managed by one named individual who will be the only contact for the patient.
- Contact will be limited to one method (i.e. writing / phone etc.).
- There will be a time limit on each contact made.
- The number of contact times made will be restricted.
- A witness will be present for each contact time.
- Repeated complaints about the same issue will be refused.
- We will only acknowledge correspondence regarding a closed matter, not respond to it.
- There will be behaviour standards put in place.
- Any irrelevant documentation will be returned to the complainant.
Complaining On Behalf Of Someone Else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else on their behalf.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.
Complaining Outside Of The Surgery
We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of putting things right, whatever has gone wrong and an opportunity to improve our practice but this does not affect your right to approach an outside organisation for complaints if you feel you cannot raise your complaint with us or you are dissatisfied with the result of the investigation. You can contact:
NHS England – complaints Team
PO Box 16738
Redditch
B97 9PT
Phone: 0330 311 2233
Email: england.contactus@nhs.net
Complaining To The Parliamentary And Health Service Ombudsman
If you are still dissatisfied you can write to:
The Parliamentary and Health Service Ombudsman at Millbank Tower
Millbank
London
SW1P 4QP
Other Complaints
If your complaint is about the commissioning of NHS services including the GP out of hours service, continuing healthcare, patient transport and funding for treatment not normally funded by the NHS please re-send your email to sscsu.complaints@nhs.net.
Complaints about services provided by hospitals or community health trusts should be sent to the individual trusts’ complaints team direct. Contact details for each trust can be found on the NHS website: www.nhs.uk.
Annual Review
We hold an annual review of all complaints received each year:
- We review the number of complaints received.
- We do an analysis of justified and unjustified complaints.
- We log any know referrals to a further complaints body.
- We discuss learning points from each complaint.
- We review our methods of complaint management.
- We review any changes to procedure, policies or care we have made.