We are keen to provide the best service possible and are pleased to receive comments and suggestions. If you have a complaint or concern about the service received, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints. Our complaints system meets national criteria.
What can we do to help?
We hope that most problems can be sorted out easily and quickly, often at the time they arise with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or, at most, weeks – because this will enable us to establish what happened more easily.
Send your written complaint in the first instance to:
Crown House Surgery
Retford Primary Care Centre
North Road
Retford
DN22 7XF
Or email: nnicb-bassetlaw.c84035@nhs.net
The person designated for the management of complaints is:
Catherine Peck
Patient Services Manager
What we will do
We will acknowledge your complaint within one working week. The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process. Some complaints may take longer but you will be informed of a response time. If this cannot be met, the practice will keep you informed. We shall then be able to offer you an explanation or a meeting with the people involved.
When we investigate your complaint, we will aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem with those concerned if you would like to do this.
- Where appropriate, make sure that you receive an apology.
- Identify what we can do to make sure the problem doesn’t happen again.
- Let you know what else we can do if you remain unhappy with the outcome of our investigation.
Please be assured, making a complaint will not adversely affect your ongoing healthcare at the practice. We will deal with you fairly, compassionately and will endeavor to resolve the situation to a satisfactory conclusion.
Wherever possible we aim to learn from complaints and take action to avoid similar occurrences.
Taking a matter up on behalf of another patient
If you are complaining on behalf of someone else, we will need a signed note from the patient giving their consent, unless they are incapable (because of illness) of providing this written consent.
How do I complain to someone Independent?
GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:
Patient Experience Team
Nottingham and Nottinghamshire Integrated Care Board
Sir John Robinson House
Sir John Robinson Way
Arnold
Nottingham
NG5 6DA
Tel: 0115 8839570
Email: nnicb-nn.patientexperience@nhs.net
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB
Health Service Ombudsman
If it has not been possible to reach a satisfactory conclusion following an application for Independent Review, you have the right to contact the Health Service Ombudsman. The ombudsman is completely independent of both the NHS and of the government. Contact details are:
The Health Service Ombudsman for England
11th Floor, Millbank Tower, Millbank, London, SW1P 4QP,
Tel: 08450 154033
Email: OHSC.Enquiries@ombudsman.gsi.gov.uk
