- Doctors: Ramesh Mehay & Ashraf Khan
- Admin: Chris Rushton
16 June 2016
Date of Next Review
We always value feedback from patients, whether it’s about our services, staff, service you’ve received, the website, or anything related. This applies to staff as well as patients. It helps us to improve, and we really do try to take on board any suggestions made - and in that way, you will be happier as will be the other people we look after. . Please also tell us where we have done well so that we can continue to maintain our high standard and not rest on our laurels. There is a comments and suggestions box at our desk in reception (who will also be happy to provide you with a piece of paper and pen).
Dealing with complaints can at times be stressful and difficult; this is why we believe that a good system for dealing with complaints, supported by all practice staff. This webpage not only outlines how you can make a complaint, comment or suggestion, but also outlines the complaints procedure so that everyone working in the practice is familiar with it. It is much better that we deal with comments, suggestions and complaints within the practice rather than allowing a grumble to turn into something that becomes unnecessarily big and ugly and unnecessarily involves the Health Care Commission.
Comments and suggestions are valuable. Patients often have good ideas about ways of improving things that we are too close to the work to see for ourselves.
How to make a complaint, comment or suggestion
We want patients and staff to express comments, suggestions and complaints to the practice when they feel dissatisfied with the service provided. Please write to us soom after your experience of the situation about which you wish to complain. There are several ways of doing this...
- Talks to us: 01274 612 279. Ask to speak to our Practice Manager, Mr Chris Rushton. While the Practice Manager is responsible for administering the complaints system, any member of our team can be the first point of contact for someone who wishes to complain. All members of our staff will be familiar with the content of the practice complaints leaflet, and copies are available for patients.
- Write to us: The Practice Manager, Complaints & Comments, Ashcroft Surgery, Newlands Way, Eccleshill, Bradford, BD10 0JE
- Email us: We have three email addresses - each for different things. And do remember to tell us about things we do which you like too (compliments); we will try our best to continue doing them.
If you do not feel able to raise your complaint with us or you are dissatisfied with the result of our investigation, we suggest you might want to contact the Patient Advisory Liaison Service (PALS) service via 0845 111 5000, or write ot PCT PALS, Douglas Mill, Bowling Old Lane, Bradford, BD5 7JR. They will be able to discuss the complaints procedures with you. However, if you remain dissatisfied you may ask the Healthcare Commission to review your complaint. This should be done within two months of receipt of the final response to your complaint or at the end of the practice complaints procedures. You can contact the Commission Complaints Team at Peter House, Oxford Street, Manchester, M1 5AN or visit the website on www.healthcarecommission.org.uk You may also like to contact the independent complaints advocacy service (ICAS). ICAS can give you independent help and advice in making a complaint. The telephone number to contact is 08451 203734. However, having said all of that, please do try and talk with the practice first - we are here to help make things better.
What we will do
We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us, or advise you of why it is taking longer than this. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we shall aim to:
- find out what happened and what went wrong;
- make it possible for you to discuss the problem with those concerned, if you would like this;
- make sure you receive an apology, where this is appropriate;
- identify what we can do to make sure the problem doesn’t happen again.
Did you know....
We regularly discuss complaints at a team meeting on Mondays. But we also do a year end summary sheet showing all complaints received in the previous 12 months. Although we handle each complaint as and when they come in (i.e. in a timely fashion), the purpose of this annual meeting is for confirmation and an overall review.
We look back periodically to see what people have complained about or commented on, whether complaints have led to improvement in patient services, or whether there is further action we should take.
We also review the way the complaints system itself is working. We welcome comments from staff on the operation of the system at any time. The meeting is chaired by the Practice Manager who also records the discussion in the minutes. The purpose of this annual meeting is to
- Ensure the right thing had been done in the end.
- Review learning outcomes for the practice or individuals.
- Ensure tweaks to our practice systems (in order to make things better) have occurred.
When things get heated up
When you're in a situation which you are unhappy with, undoubtedly emotions will fly sky high between you and the other person. These feelings can sometimes be so high that they can stop you from saying what you really want to say. If you are ever in a situation where emotions fly high, we would suggest writing a complaint a day or two after the situation to allow these feelings to settle a little so that you are in a better position to rationally collect your thoughts and be able to really express what you want to say.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.
How long have I got to complain?
Try and raise the issue shortly after the situation you wish to complain about - ideally within a few days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- within 6 months of the incident that caused the problem: or
- within 6 months of discovering that you have a problem, provided this is within 12 months of the incident. If greater than 12 months, please justify the delay.