Complaints

Comments, suggestions and complaints

If you have a complaint or concerns about the service you have received from the doctors or any of the staff working at Jubilee Surgery, please let us know.  We operate a practice procedure as part of an NHS system for dealing with complaints and our complaints system meets national criteria.

How to Complain

We hope that most problems can be sorted out quickly and easily, often at the time they arise and with the person concerned.  If you do not feel this is possible or appropriate, please ask to speak immediately to the Practice Manager.  If she is not in the surgery at the time, you will be asked to leave a short note with regards to your concerns, with your name, contact telephone numbers, and she will contact you upon her return.

If your problem cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible – ideally within a matter of days so that we establish what happened more easily.

Written complaints should be addressed to The Practice Manager.

If you are complaining on behalf of someone else, we have to know that you have their permission to do so.  We need to have written consent for you to act on their behalf.

What we shall do

We shall acknowledge receipt of your complaint within two working days and aim to have investigated your complaint within ten working days of the date it was raised.  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, or alternatively in confidence with the Practice Manager

– make sure you receive an apology and if appropriate identify what we can      do to make sure the problem does not occur again

If you are not satisfied with the response from us, please contact the Health Service Ombudsman:

Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

Complaining to the Primary Care Trust

If you have any concerns regarding the practice and wish to speak to someone in confidence please contact the PALS (Patient Advice and Liaison Service) on 020 8934 3993 or pals@kingstonhospital.nhs.uk.

PALS can offer confidential help and guidance with your concerns.

Alternatively you can write to:

NHS England

PO Box 16738

Redditch B97 9PT

Tel: 0300 311 22 33

e-mail: england.contactus@nhs.net