Complaints Procedure

Complaints

At Station House Surgery, we are committed to providing high-quality healthcare services. However, we understand that there may be times when things do not meet your expectations. If you have a complaint or concern, please share it with us. This helps us review our services, processes, and overall patient experience to make necessary improvements.

HOW TO RAISE A CONCERN OR MAKE A COMPLAINT

  1. Informal Resolution:
    We encourage you to raise concerns as soon as they arise. Most issues can often be resolved quickly and informally by speaking with the person involved or another team member.
  2. Formal Complaints:
    If you prefer to make a formal complaint, please do so as soon as possible to help us investigate effectively. Ideally, complaints should be made:
  • Within 12 months of the incident; or
  • Within 12 months of discovering the issue.

Submit your complaint in writing to the Practice Manager or Deputy Practice Manager via letter or email. You may also request a face-to-face or telephone appointment to discuss your concerns.

Contact Information:

COMPLAINTS ON BEHALF OF SOMEONE ELSE

If you are complaining on behalf of someone else, please note:

  • Patient Consent: You will need signed permission from the patient unless they are unable to provide it due to illness or incapacity.
  • Third-Party Consent Form: Download this form from our website, request it via email, or pick up a printed version from the surgery.

 Specific Scenarios:

  1. For Children (Under 18):
    • We will assess whether the child has the capacity to complain on their own behalf.
    • If the child consents, they may authorize someone to complain for them using a Third-Party Consent Form.
  2. For Deceased Patients:
    • Complaints can be raised by the personal representative of the deceased.
  3. For Patients with Incapacity:
    • Complaints must be made in the patient’s best interests.
  4. Other Scenarios:
    • Complaints may be made by an individual holding a Power of Attorney for health affairs or by an MP acting on the patient’s behalf.

Note: Depending on the circumstances, we may need to communicate directly with the patient or the authorized third party.

WHAT TO EXPECT WHEN YOU COMPLAIN

  • Acknowledgment: We will confirm receipt of your complaint in writing within three working days.
  • Investigation: We aim to investigate and respond as quickly as possible:
    • Simple issues: Response within 10 working days.
    • Complex issues: Updates will be provided during the investigation.

Our investigation will:

  • Address all aspects of your complaint.
  • Provide a clear timeline of events based on available evidence (memory, medical notes, or standard practice).
  • Explain any actions we have taken or plan to take to resolve your concerns.

ADDITIONAL SUPPORT FOR COMPLAINANTS

If you need help to make a complaint, advocacy services are available:

  • POhWER Support Centre: 0300 456 2370
  • Advocacy People: 0330 440 9000
  • Age UK: 0800 055 6112
  • Local Council: Contact your local council for information on advocacy services.

ESCALATING YOUR COMPLAINT

If you are not satisfied with our response, you can escalate your complaint to:

 NHS England

Parliamentary and Health Service Ombudsman (PHSO)

 

We value your feedback and aim to resolve any concerns promptly and effectively. Thank you for helping us improve our services.