In House Complaint’s Procedure - Dr Spencer & Partners

Objective of this Procedure

If a patient (or a person acting for or on behalf of them) is not satisfied with the services provided by the practice, whether medical or administrative, we will ensure that:

That complaints are handled efficiently
That complaints are fully investigated
That complainants are treated with respect and courtesy
That’s complainants receive advice and assistance to understand the complaints procedure.
Where possible the complainant will be given an explanation as to the reasons for the grievance occurring.
The complainant will feel that they have been treated fairly and allowed to state their case in full, whether or not the problem can be resolved.
Complainants receive a timely and appropriate response, are told the outcome of the investigation of their complaint; and what action is taken if necessary in the light of the outcome of a complaint.

How Complaints Can be Made

A complaint can be made orally, in writing or electronically. This can be done:

Verbally, in person to any member of staff
Verbally, via the telephone, to any member of staff
In written form or email to any member of staff
Direct to the complaints team for the PCT
Indirectly through other agencies such as East Midlands Independent Complaints Advocacy Service (ICAS) or a Member of Parliament

Responsibilities of the Practice

All staff will be trained in practice procedures and protocols necessary to understand patient’s rights. Staff will be given specific training in managing difficult situations (eg dealing with anxious or aggressive patients).
All members of the practice team will endeavour to provide a united and supportive service
Where any member of the team is made aware of patient dissatisfaction they will make every effort to either resolve the grievance or to refer it to either the Practice Manager or a GP. Wherever possible this referral should be immediate, if this is not possible explain the situation to the patient and offer an appointment or for the Practice Manager to contact them by telephone. The response from the Practice Manager should be within 3 working days, where this is not possible the complaint should be referred to a GP able to respond within 3 working days.
All instances of complaint will be fed back to any member of the practice team involved to ensure that all relevant information is known. If the complainant is amenable to immediate resolution via meeting between practice staff, the Practice Manager should arrange such a meeting. If not, the Practice Manager should arrange a meeting between the complainant and herself and identify clearly the nature and extent of the complaint.
The Practice Manager (also Complaints Manager) is responsible for managing the Practice complaints arrangements and will investigate administrative matters. One of the Partners will investigate clinical matters.
Relevant records of any complaints will be kept by the Practice Manager and reviewed by the GP’s. Where there appears to be any repetition of complaint the matter will be followed up either at a suitable practice meeting or staff training session as appropriate.

The Practice has adopted the latest NHS guidance "The NHS Complaints Procedure (2009)" and a copy of this can be provided on request.