How to feedback to the Practice
You can feedback to the practice by either,
Partners
Dr Khalid Al-Khayat
Dr Peter Hill
Dr Naomi Vernon
Dr Jonathan Maxted
Dr Henry Allen
Dr Angus McMyn
Dr Emma McMyn
Dr Sarah Cardew
Dr Freddie Charrington
Dr Alex Alimo
Dr Neil Fletcher
Dr Angela Allen
LET THE PRACTICE
KNOW YOUR VIEWS
PHOENIX HEALTH GROUP is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
TELL US ABOUT OUR SERVICE BY COMPLETING THE COMMENTS FORM IN
THIS LEAFLET PRACTICE COMPLAINTS PROCEDURE
If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. Note: If you make a complaint, it is practice policy to ensure you are not discriminated
against, or subjected to any negative effect on your care, treatment, or support.
Who can make a Complaint?
Any current or former patient who is receiving or has received treatment at the practice may make a complaint.
HOW TO COMPLAIN
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Patient care team manager or the Assistant Practice Manager who will try to resolve the issue and offer you further advice on the complaint’s procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
TIMESCALES FOR COMPLAINTS
All complaints must be submited within 12 months of the initial event taking place.
Upon the practices acknowledment of the feedback we will contact you within the next 40 days with a response in full. This is to allow for a full and comprehensive investigation.
NHS PROCEDURE
We will acknowledge your complaint within three working days. We will also ask you what you would like to happen as a result of your complaint, for example, an apology, a new appointment or an explanation. Your complaint will be fully investigated. This involves finding out what has happened by talking to staff involved and taking any necessary action. We will keep you fully informed within the investigation period and inform you of any timescales. If it is not possible to deal with your complaint within the period agreed, we will write to you
explaining the reason for the delay. The sooner you make a complaint the easier it is to investigate and the more likely it is the complaint can be resolved.
COMPLAINING ON BEHALF OF SOMEONE ELSE
Please note that PHOENIX HEALTH GROUP keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. Please ask for a “consent to discuss my health” form from reception. this can also be found on the website here. If you have a problem, we hope that you will
use the Practice complaints procedure. However, if you feel you cannot raise your complaint with us directly you can contact:
DATA PROTECTION COMPLAINTS
The practice privacy policy details how the practice uses the personal data you share with it. If you have any concerns about this or wish to raise a complaint, you can do so by email or in writing for the attention of the Practice Manager.
NHS Gloucestershire Integrated Care Board
Primary Care Services are commissioned by NHS England Area Teams. You can make a complaint about Primary Care Service in Gloucestershire to the commissioner by contacting:
Telephone 0800 0151 548
Email: glicb.pals@nhs.net
Post:
Chief Executive Officer
NHS Gloucestershire Integrated Care Board
Shire Hall, Westgate Street, Gloucester, GL1 2TG
CONTACTING THE CARE QUALITY COMMISSION
If you have a genuine concern about a staff member or regulated activity carried on by this
Practice, then you can contact the Care Quality Commission on 03000 616161, or alternatively visit the following website:
http://www.cqc.org.uk/contact-us
ADVOCACY SERVICE FOR NHS COMPLAINTS
This is a national service that supports people who want to make a complaint about their NHS Care or treatment.
Contact:
http://nhscomplaintsadvocacy.org/
HEALTHWATCH
Details of Healthwatch Gloucestershire can be found on their website:
http://www.healthwatchgloucestershire.co.uk/
Healthwatch England can be contacted on
www.healthwatch.co.uk or by phone on
0300 068 3000.
OMBUDSMAN
If you are not happy with the response from us, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.
Telephone: 0345 015 4033
Text: Send “call back” with your name and
mobile number to 07624 813 005
Website: www.ombudsman.org.uk
Post: NHS Ombudsman, Citygate, Mosly Street Manchester, M2 3HQ