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Practice Complaints Procedure

Making a Complaint

Most problems can be sorted out quickly and easily, often at the same 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, preferably 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.  In any event, this should be:

 

  • Within 12 months of the incident,
  • Or within 12 months of you becoming aware of the matter

 

Please provide as much detail as you can.

 

If you are a registered patient you can complain about your own care.  You are unable to complain about someone else’s treatment without their written authority (see the separate section in this leaflet).

 

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else (please ask at reception for this).  You can also provide your complaint in your own format providing it covers all the necessary aspects.

 

Send any written complaint to:

Complaints Officer

Sleaford Medical Group

47 Boston Road

Sleaford

Lincolnshire

NG34 7HD

 

What we do next

We look to settle complaints as soon as possible.  We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 21 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.  If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

 

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

 

When the investigations are complete your complaint will be determined and a final response sent to you.

 

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

 

Complaining on behalf of someone else

We keep to the strict rules of medical and personal confidentiality.  If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.  Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

 

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 issues relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

 

We may still need to correspond direct with the patient, or may be able to deal direct with the third party; this depends on the wording of the authority provided.

 

If you are dissatisfied with the outcome

You have the right to approach the Health Service Ombudsman.  The contact details are:

 

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Tel:  0345 015 4033

Website:  www.ombudsman.org.uk



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