Suggestions and Complaints
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
There are two ways to pursue a complaint:
- the first is to outline your complaint via email using our secure online form
- The second is to contact the practice directly by letter, either sent in the post or delivered to reception by hand
Making a Complaint
Our aim is to deliver the best possible care for our patients and we are always looking for ways to improve. So please let us know if for any reason the service we provide falls short of your expectations or if you have any views or suggestions on how we might do things better.
If you have any concerns or comments about the service you have received from the doctors, nurses or administrative staff working at The Coppice Surgery or Angmering Medical Centre please let us know.
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the staff member involved. If your problem cannot be resolved in this way and you wish to make a complaint please let us know as soon as possible – ideally within a matter of days. This will enable us to establish and investigate what happened more efficiently.
We will investigate a complaint if it is made within 12 months of the date on which the matter occurred or within 12 months of the date on which the matter came to the notice of the complainant. However, we will make every attempt to investigate a complaint after this time limit if it is still possible to do so effectively and fairly.
The Complaints Manager will be pleased to deal with any complaint.
They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:
- In person: ask to speak to the Complaints Manager, either in person or by telephone.
- In writing: some complaints may be easier to explain in writing - please give as much information as you can. Please send your written complaint to:
The Coppice Surgery
Complaining on behalf of someone else
Please note that, for confidentiality reasons, if you make a complaint on behalf of someone else (other than a parent/guardian on behalf of a child) we are unable to advise you of the outcome of our investigations without the written consent of the patient concerned (unless they are incapable of providing this e.g. due to ill health).
What we will do to address your concerns
Our complaints procedure is designed to make sure we resolve any complaint as quickly as possible.
The Complaints Manager will contact you to discuss how the complaint will be handled, clarify what outcome you are seeking as a result of raising your concerns and to agree a response time. In any case we will acknowledge your complaint either by telephone or in writing within 3 working days and aim to respond to the concerns raised within 40 days of receipt of the complaint. If for any reason we are unable to complete our enquiries within the agreed response time we will provide you with an explanation as to why and will keep you informed on progress throughout the remainder of the investigation.
If you feel it would be helpful we will provide you with an opportunity to discuss your concerns with the staff involved in your care.
Once we have concluded our enquiries we will provide you with a written response that:
- Explains how your complaint was considered
- The outcome of our investigation and the conclusions reached (i.e. whether or not it was upheld)
- Confirmation of any action that has/will be taken to ensure a similar problem does not occur again
- Where appropriate, provide you with an apology.
Healthwatch West Sussex provides a free and independent health complaints advocacy service, which helps local people explore options for getting their voice heard when they feel something has gone wrong with their health service.
Their advocates support local people to explore their complaints options and can provide practical assistance, ranging from help in writing a complaint letter, attending a resolution meeting, and putting your complaint to the Health Service Ombudsman.
As Healthwatch West Sussex they can also work with the organisation and system to make sure learning from complaints helps to improve services for those who need them now and in the future.
Independent Health Complaints Advocacy Service (IHCAS)
Through IHCAS, Healthwatch provide free and independent guidance and support for patients in making a complaint, as well as free material such as draft complaint letters and video tutorials to help you get the most out of the complaints process.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
- Tel: 0345 015 4033
- Email: email@example.com
- Write: Millbank Tower, Millbank, London SW1P 4QP.
Care Quality Commission (CQC)
We hope you will be fully satisfied with the quality of the care we provide but if you have any serious concerns which we have not been able to resolve you can contact the CQC on 03000 616161 or email them at firstname.lastname@example.org.
Issues and Enquiries Relating to Primary Care Services
If you have any complaints, issues and enquiries relating to primary care services generally you should direct them to NHS England.
- Telephone: 0300 311 2233
- Email: email@example.com
Comments and Suggestions - Help us to get it right
We constantly try to improve the service we offer and welcome comments and suggestions for how we can do things better.
Please also let us know when you think we have done something well.
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