Complaints

Horton Park Medical Practice

Complaints Procedure

Our aim is to provide the highest level of care for all our patients.  We are always willing to hear feedback if there is any way that you think that we can improve the service we provide.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for the practice, please let us know.

We hope that most problems can be sorted out promptly and efficiently often at the time they arise and with the person concerned.  Where we are unable to resolve your issues/concerns in this way, you may wish to make a formal complaint.  This should preferably be in writing or via email as soon as possible after the event giving as much detail as possible and ideally within a few days as this helps us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint:

• Within 12 months of the incident that caused the problem; or
• Within 12 months of discovering that you have an issue provided that is within 12 months of the incident.

Any complaint issues will not affect ongoing treatment from the practice; you will continue to be treated.

If you wish to send your complaint via email, please contact our complaints team on – pcn.complaints@nhs.net

Complaining on Behalf of Someone Else

Horton Park Medical Practice keep to the important and strict rules of confidentiality therefore, if you complain on behalf of someone else, we need to have their authority to investigate the issue and provide our investigation to you.

A consent signed by the person concerned will be required, unless they are incapable (because of illness) of providing this.

Need Help Composing Your Complaint

You may like to contact Bradford Independent Health Complaints Advocacy who can offer you independent help and advice in making a complaint, please see their detail below:

Bradford Independent Health Complaints Advocacy

Manningham Mills Community Centre

Lilycroft Road,

Bradford

BD9 5BD

Tel: 01274 594173

What we do next

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to investigate and respond to your complaint within 28 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 investigate your complaint, we shall aim to:

• find out what happened and what went wrong
• make it possible for you to discuss the problem
• with the people concerned, if you would like this
• make sure you receive an apology, where appropriate
• identify what we can do to make sure the problem doesn’t happen again
• Find out what outcome you are expecting from this process

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

However, this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. NHS England provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS Telephone 0300 311 2233.

If you remain dissatisfied, you can approach the Parliamentary and Health Service Ombudsman (PHSO) with your complaint.  This should be done within 12 months of the outcome of the practice complaints procedure.  You can contact them at:

PHSO

Millbank Tower

Millbank

LONDON, SW1P 4QP

Or Telephone them on 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

We constantly try to improve the service we offer. Please let us know when you think we have one something well or if you have any suggestions as to how we can do something better.