COMPLAINTS POLICY CHANGE
Littleton Surgery 19th March 2020
As you are all aware the current COVID-19 poses one of the greatest challenges that society has faced in recent times, and we have all had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society. At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.
As such, during the current period of emergency measures many routine services will be subject to short notice change and many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the delivery of care to those that need it the most.
As part of this streamlining of administration tasks, the Practice will be changing its complaints procedures, during this period of crisis. As of the above date, we will now be reviewing complaints on a weekly basis at our Practice Clinical Meeting, to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to our Practice can be immediately implemented:
- Immediate risks to patients or staff
- Actual harm to patient or “near miss” incident of high severity.
- Urgent safeguarding concerns
- Criminal actions
Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain. We appreciate your understanding whilst our Practice is dealing with unprecedented demand.
Carly Ames Practice Manager
(on behalf of the GP Partners)
We always try to provide the best services possible, but there may be times when you feel this has not happened. The following information explains our in house complaints procedure, drawn up to respond to patient grievances. Our practice procedure is not able to deal with questions of legal liability or compensation. We hope you will use it to allow us to look into and, if necessary, correct any problems that you have identified, or mistakes that may have been made. If you use this procedure it will not affect your right to complain to NHS England. Please note that we have to respect our duty of confidentiality to patients and a patient's consent will be necessary if a complaint is not made by the patient in person. If you wish to make a complaint, please telephone or write to our practice manager. Full details will be taken and a decision made on how best to undertake the investigation.
We believe it is important to deal with complaints swiftly and so, in an effort to do this, the following procedure has been adopted by the practice:
1. Please put your complaint in writing as soon as possible and address it to the practice manager.
2. Your complaint will be acknowledged immediately and a full investigation conducted in the practice.
3. A meeting may be arranged with the complainant, the practice manager and a doctor, to discuss the complaint and outcome of the investigation. Alternatively a written response will be offered and include an explanation, an apology if necessary, and details of any alteration of organisation/procedure if this is appropriate.
4. If the foregoing procedure does not result in a resolution of the complaint, the complaint can be forwarded to NHS England (PO Box 16738, Redditch, B97 9PT - telephone: 0300 311 22 33).