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
- 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.
- 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:
- Address: Station House Surgery, Station Road, Kendal, LA9 6SA
- Phone: 01539 722660
- Email: lscicb-mb.shs@nhs.net
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:
- 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.
- For Deceased Patients:
- Complaints can be raised by the personal representative of the deceased.
- For Patients with Incapacity:
- Complaints must be made in the patient’s best interests.
- 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
- Phone: 0300 311 22 33
- Address: NHS England, PO Box 16738, Redditch, B97 9PT
- Email: england.contactus@nhs.net
Parliamentary and Health Service Ombudsman (PHSO)
- Phone: 0345 015 4033
- Address: PHSO, Millbank Tower, Millbank, London, SW1P 4QP
- Email: phso.enquiries@ombudsman.org.uk
We value your feedback and aim to resolve any concerns promptly and effectively. Thank you for helping us improve our services.