Complaints

Comments, Complaints and Suggestions

Our aim is to provide the highest level of care for all our patients.  We will always be willing to hear if there is any way that you think that we can improve the service we provide. We emphasise that it will approach complaints in a non-discriminatory manner and therefore patients will not be discriminated against when complaints are made. The Practice will ensure that all patients, carers and relatives are not treated adversely regardless of the nature of the complaint made, as we feel you have the right to let us know if you feel there are issues to be addressed.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of 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 that is within 12 months of the incident.

The Practice Manager, Mrs Sara Atkinson or the Team Leader, Mrs Michaela Chatwin-White, will be pleased to deal with any complaint.  Reception 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 Practice Manager, Mrs Sara Atkinson or Team Leader Mrs Michaela Chatwin-White, if they are available, or alternatively please hand in or post your written complaint, which we will then respond to.

In writing  –   give as much information as you can, then send your complaint to the practice for the attention of Mrs Sara Atkinson, The Practice Manager as soon as possible .

What you can do next:

We hope that if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting things right whatever has gone wrong, and the opportunity to take on board your feedback to improve our practice.

If you remain dissatisfied with the responses to your complaint, you have the right to escalate your complaint further to:

ICB
Patient Experience Team,
Civic Centre,
Arnot Hill Park,
Nottingham Road,
Arnold,
Nottingham
NG5 6LU

Email: [email protected]
Telephone: 0115 8839570
Website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

or:

Ombudsman
The Parliamentary and Health Service Ombudsman
Millbank Tower,
Millbank,
London,
SW1P 4QP

Tel:    0345 0154033
Website: www.ombudsman.org.uk

For help and support with a complaint you can contact –
NHS Complaints Advocacy       0300 020 0093

Help us get it right

We constantly try to improve the service we offer. Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better

Bridgeway Practice,
Meadows Health Centre,
Meadows,
Nottingham,
NG2 2JG