Tennyson House Surgery

Tennyson House Surgery Tennyson House Surgery Dr Charlotte Stead 20 Merlin Place Dr Jo Roberts Chelmsford Dr Shahzad Ahmad Essex Dr Mike Radford CM1 4HW Dr G Hadian Dr E Savici Rebecca Pittuck-Practice Manager PATIENT COMPLAINT FORM If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria. HOW TO COMPLAIN We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager (you can use the attached form). She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. COMPLAINING ON BEHALF OF SOMEONE ELSE We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is provided below. WHAT WE WILL DO We will acknowledge your complaint within 3 working days and aim to have fully investigated within a reasonable time frame depending on the nature of the complaint. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations. Page 1 of 4 TAKING IT FURTHER 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 The Complaint Form is on the next page >>>Page 2 of 4 COMPLAINT FORM Patient Full Name: Date of Birth: Address: Complaint details: (Include dates, times, and names of practice personnel, if known) ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. ………………………………………………………………………………………….. SIGNED…………………………………. Page 3 of 4 Print name………………………… (Continue overleaf if necessary) PATIENT THIRD-PARTY CONSENT PATIENT'S NAME: _____________________________________________ TELEPHONE NUMBER: _____________________________________________ ADDRESS: _____________________________________________ _____________________________________________ ENQUIRER / COMPLAINANT NAME: _____________________________________________ TELEPHONE NUMBER: _____________________________________________ ADDRESS: _____________________________________________ _____________________________________________ IF YOU ARE COMPLAINING ON BEHALF OF A PATIENT OR YOUR COMPLAINT OR ENQUIRY INVOLVES THE MEDICAL CARE OF A PATIENT THEN THE CONSENT OF THE PATIENT WILL BE REQUIRED. PLEASE OBTAIN THE PATIENT’S SIGNED CONSENT BELOW. I fully consent to my Doctor releasing information to, and discussing my care and medical records with the person named above in relation to this complaint, and I wish this person to complain on my behalf. This authority is for an indefinite period / for a limited period only (delete as appropriate) Where a limited period applies, this authority is valid until…………………….. (insert date) Signed: ………………………………………. (Patient only) Date: ………………………………………….. Page 4 of 4