Making a complaint
Your feedback matters to us. We are committed to providing the highest standard of care and service. If you have any concerns or wish to raise a complaint regarding the surgery or the services we provide, please reach out to our Management Team. We will make every effort to address your concerns promptly and thoroughly.
PATIENT COMPLAINT PROCEDURE
If you have a concern about the care or service you’ve received from any member of our team, we encourage you to let us know. We operate a formal complaints procedure in line with NHS Complaints Regulations. We believe in always doing our best for our patients, each other, and ourselves. If you feel we’ve fallen short of this mission and you have a concern, please follow the guidance below to let us know.
RAISING A CONCERN
We hope that most problems can be resolved easily and quickly, often at the time they arise and directly with the person concerned. If you wish to make a formal complaint, please do so as soon as possible—ideally within a few days. If this isn’t possible, your complaint should be submitted within 12-months of the incident, or within 12-months of becoming aware of the issue.
All complaints should preferably be submitted in writing, including via email and our online form. This enables us to thoroughly understand and respond directly to your concern. Address them in writing to the Management Team. If you are unable to submit your complaint in writing, please let us know. The team will ensure your concerns are reviewed promptly and handled appropriately. To assist us in investigating effectively, please be as specific and concise as possible.
Please post your correspondence to:
Management Team
North Swindon Practice
Home Ground Surgery
Thames Avenue
Haydon Wick
SWINDON
SN25 1QQ
Or via email on enquiries.NSP@nhs.net
COMPLAINING ON BEHALF OF SOMEONE ELSE
We are committed to maintaining strict medical confidentiality. If you’re submitting a complaint on behalf of someone else, you must have their written consent. Unless the patient is unable to give consent due to illness or infirmity, a signed written authority is required before we can proceed. A Third-Party Consent Form is available at the practice and is to be completed before we can take further action. A leaflet with more information about our confidentiality policy is available on request.
DOING OUR PART
We will acknowledge your complaint within three (3) working days and aim to complete a full investigation within ten (10) working days of receiving it. If we anticipate that it will take longer, we will let you know why and give you an expected timeframe for resolution.
As part of our investigation, we will:
- Review the circumstances surrounding your complaint
- Give you the opportunity to discuss the matter with those involved
- Offer an apology where appropriate
- Take steps to prevent the issue from happening again
Once the investigation is complete, you will receive a final letter outlining the outcome and any actions taken by the practice.
If you remain dissatisfied with the outcome you may refer the matter to:
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London SW1P 4QP
Tel 0345 0154033
www.ombudsman.org.uk
How to make a complaint about an NHS service
If you’re unhappy with an NHS service, then it’s worthwhile talking about your concerns with us early on, as we may be able to sort it quickly.
If you would prefer to speak to someone else outside of our surgery, then you can contact the Patient Advice and Liaison Service (PALS). This is a free, confidential and independent service that you can use to talk to someone who understands the complaints process and can offer some guidance and support.
Complaining about NHS services
You can find more information about making a complaint about NHS services on the NHS website.