Complaints Procedure updated 2019
We always try to give you the best services possible, but there may be times when you feel this has not happened. This leaflet explains what to do if you are not satisfied with the services we provide for you.
Please note that we have to respect our duty of confidentiality to patients and a patient's written consent will be necessary if a complaint is not made by that patient in person. Only those who need to know will learn of the complaint and you must be assured that no personal information will be shared with anyone outside the practice without a patient's express permission.
If you wish to express a grievance, please talk to any member of staff or a doctor or write or ask to speak to our practice manager.
Please make any complaint as soon as possible. It would be most helpful if this were within days or at most weeks after the event about which you wish to complain.
If a complaint is delayed too long it may be very difficult to establish the facts surrounding the circumstances.
We think it is important to deal with comments as quickly as possible so we will acknowledge all written communications within 3 working days at which point you will normally be given the opportunity to discuss the matter and how it will be handled either by telephone or face to face.
In any event we aim to provide a full written reply within 14 days. Occasionally if we have to make a lot of enquiries, it might take longer, but we will keep you informed.
If you attend a meeting you may bring a friend or relative with you. We will try to address your concerns fully, provide you with an explanation and discuss any action that may be needed.
We hope that if you have a problem you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practices.
If you would like help or have any queries about NHS services you can contact the Patient Experience Team (ex-PALS)
Greater Nottingham Clinical Commissioning Partnership (comprising Nottingham City, Nottingham North and East, Nottingham West and Rushcliffe Clinical Commissioning Groups) has an information and advice line for patients and the public about local NHS services.
The Patient Experience Team will:
- Provide a confidential listening and support service for any concerns that patients and the public may have
- Provide information about NHS treatments and services
- Help patients, their relatives and carers find their way through the NHS
To contact the Patient Experience Team
Telephone: 0115 8839570 or 0800 028 3693 (option 2)
Patient Experience Team
Greater Nottingham Clinical Commissioning Partnership
1 Park Row
If possible, please make an appointment as there may not be anyone available from the team if you call in.
NHS Advocacy Service
POhWER, PO Box 14043, Birmingham B6 9BL
0300 020 0093
If you remain dissatisfied with the response to your complaint, you have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case. This should be done within 12 months of receipt of your final response letter. The PHSO is an independent body and is not part of the NHS or government, although their powers are set down in law. They will only investigate a complaint after the NHS service provider has had a chance to try and sort it out.
The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP
0345 015 4033
Online Complaint Form
This is the online complaints form. This form is for our patients who may feel they need to express a grievance.
We do try to encourage all of our patients to speak with a member of our team initially if you have an issue you would like to raise. This is because our team may be able to help with the issue at hand or at the very least direct you to somebody appropriate who can help.
If your grievance is something you do not wish to discuss with our team or you feel the issue at hand has not fully been resolved, please either use the online complaints form or put your concerns in writing to the practice management.
(Click Here to see which member of management to address your complaint to.)
Village Health Group will adhere to our complaints procedure outlined above.
The practice have temporarily removed this form. Please contact the practice for further information.