COMPLAINTS PROCEDURE FOR PCN SERVICES
COMPLAINTS PROCEDURE FOR PCN SERVICES
If you have a complaint or concern about the service you have received, please let us know. The complaint should not be made to the practice hosting the clinic as they are not the provider of the service. iGPc Primary Care Network provides this service and we operate a complaints procedure.
The Complaints Manager is:
We would like to have the opportunity of discussing your complaint with you and investigating and concerns you raise, however if you prefer you can make you complaint to NHS England instead.
NHS England are based at Redditch. They will provide confidential advice and support, helping you to address your concerns you may have regarding the care we provide.
They can be contacted by telephone on 0300 311 22 33 or in writing to NHS England, NHS Commissioning Board, PO Box 16738, Reddich B97 9PT or by email to england.contactus@nhs.net (FTAO Complaints manager in subject line)
MAKING A COMPLAINT
Most problems can be sorted quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event this should be:
- Within 12 months of the incident
- Or within 12 months of discovering the problem
You can complain about your own care. You are unable to complain about someone else’s treatment without their written authority.
Send your written complaint to:
Complaints Manager email address
WHAT WE DO NEXT
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days and aim to have looked into the matter within 21 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If you matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so. The complaint manager will discuss you complaint with the Clinical Lead for the service.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. your General Practice) we will liaise with that organisation so you receive one coordinated reply. We may need your consent to do this. The final response will detail the result of the complaint and your right to escalate the matter further
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep to strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the person involved, we will require the written consent of the patient to confirm they are unhappy with their treatment and that we can deal with someone else about it.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing.
We may still need to correspond direct with the patient, or may be able to deal direct with the third-party, and this depends on the wording of the authority provided.
APPENDIX A
Please direct your complaints to the Complaints Manager who’s details are:
Merseyside PALS for help and advice:
The Patient Advice and Liaison Service (PALS) are available to provide confidential advice and support and to guide you through the different services available from the NHS.
They can be contacted by telephone on
0800 132 996
Or by email:
enquiries@cheshireandmerseyside.nhs.uk
Or in writing to:
Patient Experience Team, NHS Cheshire and Merseyside, No 1 Lakeside, 920 Centre Park Square, Warrington,
WA1 1QY
Independent Complaints Advocacy Service (ICAS):
Independent specialist advice is available, this service is called ICAS. It is a free, independent service that can help you make a complaint about any NHS treatment or service.
Contact via Telephone on 0808 802 3000
or by email hullicas@carersfederation.co.uk
or in writing to: ICAS, The Community Enterprise Centre, Cottingham Road, Hull, HU5 2DH
If you are dissatisfied with the outcome
You have the right to approach the ombudsman. The contact details are:
The Parliamentary and Health Service
Ombudsman, Millbank Tower, London,
SW1P 4QO
Tel: 0345 0154033
www.ombudsman.org.uk
