Making a complaint
Most problems can often be sorted out informally, quickly and easily, at the time they arise with the person concerned. This may resolve the issue.
If the issue cannot be resolved in this way the patient may wish to make a complaint. This should be made preferably in writing as soon as possible after the event. This will help the Practice establish what happened more easily.
A registered patient can complain about their own care. A patient or representative is not able to complain about someone else’s care without their written consent.
A written complaint should be addressed to the Practice Manager. The Practice Manager will review the complaint and will send an acknowledgment as soon as possible. The Practice Manager will discuss the complaint with the partners and/or members of staff who are involved, to initiate an investigation.
At the conclusion of the investigation the Practice Manager may respond to the complainant about administrative staff. A Partner not involved in the complaint will respond to complaints about clinical staff.
When looking into a complaint, the practice will attempt to investigate what happened and why. The Practice will also identify if there is a learning outcome. When the investigation is over a final response will be sent to the complainant.
Either the Practice Manager or the Partner will respond to the patient within 14 working days (28 days if the Practice Manager or a Partner is on annual leave).
Patients should send written complaints to:
The Practice Manager
Grays Inn Medical Practice
77 Grays Inn Road
Or email to: firstname.lastname@example.org
The practice would like to settle all complaints as soon as possible.
If the patient is not happy with the Practice’s resolution to the complaint, and cannot be resolved locally, the patient is advised to contact the Parliamentary and Health Service Ombudsman
The Parliamentary and Health Service Ombudsman
Yearly audits of complaints against the Practice are carried out and declared to NHS England.