Concerns & Complaints

Concerns or Complaints

The practice is always looking to develop and improve its systems and procedures and your comments are always welcome. In a time of so much change it is vitally important to constantly re-assess our procedures.

All suggestions regarding improvements will be welcomed. All complaints will be taken seriously.

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned.  We operate a Practice Complaint Procedure as part of an NHS complaints system, which meets national criteria.

Where you are not able to resolve your complaint and wish to make a formal complaint you should do so, preferably in writing to the Practice Manager as soon as possible after the event and ideally within a few days.  In any event, this should be:-

  • Within 12 months of the incident
  • Or within 12 months of you discovering that you have a problem

State your case clearly giving 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.

All complaints should be sent to the Practice Manager.

If for any reason you are dissatisfied with the outcome you have the right to approach the ombudsman at:

The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

You may also approach PALS for help or advice.

The Patient Advice and Liaison Services (PALS) is based at

Patient Advice and Liaison Service
Highfield
Cliftonville Road
Northampton
NN1 5DN

If you are unable to discuss your complaint directly with your provider you can ask NHS England to look into your concerns.

You can contact NHS England at:

NHS Commissioning Board
PO Box 16738
Redditch
B97 9PT
Tel: 0300 311 22 33
Email: nhscommissioningboard@hscic.gov.uk

This will direct you to a customer contact centre who will deal with your concerns and agree actions to resolve them.

NHS Complaints Advocacy Service

Total Voice Northamptonshire is the local NHS complaints advocacy service offering support to complainants.

Total Voice Northamptonshire
VoiceAbility
Doddridge Centre
109 St James Road
Northampton
NN5 5LD

The contact telephone number is 02033 558846
Fax number is: 01604 805871



 
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