We aim to offer our registered patient population a service they are satisfied with; our vision statement is “The service we provide is the service we are happy to receive”. If however, you are dissatisfied with the service you receive from any of the Doctors or other member of the Practice team please let us know to enable us to resolve the matter. We operate a practice complaints procedure in accordance with NHS Guidelines.
Feedback is really important as it helps us consider ways of improving our service, however we would appreciate some consideration in the way you provide feedback to us.
A common approach to the handling of complaints was introduced across health and adult social care. Our complaints procedure is in accordance with this approach. We understand that people may be angry or upset by the issues they raise in their complaints. However, we will not tolerate any violence or aggressive behavior. The NHS has a “zero-tolerance” policy regarding such behavior, which may result in removal from the Practice list.
How to make a complaint?
Complaints should be addressed to the Complaints Team. We ask that all complaints are submitted in writing by completing the online complaints form, where possible.
If you do not want to complain directly to the surgery, you can contact NHS England by clicking here
When can a complaint be made?
A complaint can be made:
Within 12 months of the incident which is the subject of the complaint
Within 12 months of the subject of the complaint coming to the complainants notice
We request that all complaints are submitted as soon as possible, where possible.
Who can raise a complaint?
The Practice adheres to the strict rules in place relating to patient confidentiality. If you are complaining on behalf of someone else, we need to have their permission for you to do so. A consent form signed by the patient concerned will be required by the Practice, unless they are incapable of providing this. Where the patient is a child, either parent or legal guardian of the child can raise a complaint on their behalf.
How long does it take to resolve a complaint?
We aim to acknowledge your complaint within three working days and resolve your complaint within 30 days of the date the complaint was received. However, depending on the complexity of the complaint, it may sometimes take longer. In such instances, you will be informed.
Not satisfied with the response?
If you are not satisfied with the response to your complaint, you can contact us to request for further clarification or a meeting with the Complaint Team where we will attempt to address outstanding concerns. If this process does not resolve your concerns to your satisfaction, you can contact the Parliamentary and Health Ombudsman, who can undertake an independent review of your complaint. www.ombudsman.org.uk or telephone 0345 015 4033
You can also contact a local Health Advocacy Service who can provide advice and support through the complaint process, such as www.pohwer.net/peterborough or your local Integrated Care Board (ICB) Cambridgeshire & Peterborough ICS Patient Experience Team
Contact Details
Complaints Team
Thistlemoor Medical Centre
6-10 Thistlemoor Road
Peterborough
PE1 3HP
Tel: 01733 551988
Email@ admin@thistlemoor.nhs.net