In the unfortunate
event that you wish to make a
complaint against the practice, we
have an initial and formal procedure
which is adhered to - details of
which you can find below. The
practice will take the following
actions:
In the
event of an initial complaint:
Whether your complaint is verbal, or
by letter, you will be offered an
appointment or receive a telephone
call, from Jonathan Himsworth our
Practice Manager, to discuss your
complaint and to enable the him to
obtain full details of your
complaint and, where possible, offer
an acceptable solution. In the event
of needing to obtain additional
information from other parties
involved, a follow up procedure will
be agreed upon, which may consist of
a written response or follow up date
for a further meeting.
In the
event of a formal complaint:
The date and general nature of your
complaint will be recorded in our
Practice Complaints Log. You may
make a genuine complaint as soon as
possible after the incident and
certainly within 6 months. Your
complaint will be acknowledged
within 2 working days of being
logged.
You will be invited to meet our
Practice Manager, or in his absence,
his deputy or practice member of
your own choosing (subject to their
availability and competence to deal
with the issue). A meeting will be
arranged at a suitably mutually date
and time. At the initial meeting,
the exact nature of your complaint
will be noted and the manner of any
further investigation will be agreed
- unless it can be easily and fully
resolved at this time.
Following this meeting, you will
receive a letter either summarising
your complaint and the outcome of
the meeting (as above, if the matter
is fully resolved at this time), or
inviting you and a friend / relative
to another meeting within 10 working
days (2 weeks) from the date of
contact to discuss further findings
and any action to be taken by the
practice.
The aim of the second meeting is to
attempt reconciliation. Its
objectives will be:
- To formally
summarise and clarify the exact
nature of your complaint.
- To present, discuss and where
possible, amicably agree the
facts of the matter as seen from
both sides.
- To offer you a full apology
where this is thought to be
appropriate.
- To detail any changes that we
will try to make as a result of
your complaint.
- To tell you of your further
rights and actions following the
meeting.
- To determine whether this matter
is concluded to your
satisfaction.
Following the meeting, any
outstanding matters will be
completed and a final letter of
explanation will be sent to you
within two working weeks. A copy
of our letter to you and any
correspondence to us will be
retained as part of the log.
This is confidential to the
practice but may be used as part
of our normal internal
continuing audit procedures.
In the final
letter, your views of the results of
the meeting, explanation and
attempts at conciliation will be
sought and any further response
logged.
After completion of the practice
complaints procedure, if you still
feel you have cause for concern, you
should contact the South
Huddersfield Primary Care Trust for
further advice on 01484 466000.
Please note we adhere strictly to
the rules of confidentiality. if you
are complaining on behalf of someone
else, we need to have their written
permission for you to do so. |
