How we deal with your complaint
Examination of your complaint
A caseworker in our office is considering your complaint. If your complaint appears straightforward, we may ask the service provider you complained about for a report on your complaint. We may ask it for your case file. If we do this it should reply to us within three weeks. We will consider the information the service provider sends us about your case. If we can make a decision on your complaint after this, we will. We will write to you and tell you our decision and how we reached it. If your complaint is more complex, we may need to get further information from you and from the service provider. We may also need to examine files from the service provider or meet with the staff involved. You can send additional relevant information, views and comments while the examination is being carried out, and we will consider these. When we have finished examining your complaint, we will write to you and tell you our decision and how we reached it.
Keeping in contact
We will try to complete the examination of your complaint within three to six months. If your case is more complicated, it might take us longer. We will keep you updated on what is happening with your complaint. You are also welcome to call or write to us at any time to find out what is happening.
Decision on your complaint
If we find the complaint in your favour, we may recommend to the service provider that they take action to put things right. Sometimes we find that an apology and an explanation from the service provider are sufficient. In exceptional cases, we recommend financial recognition of the time and trouble taken in making and pursuing a complaint. We cannot make public service providers accept our recommendations. In most cases, however, they will accept them. In many cases we find that the service provider has acted correctly. If this is the case then we will tell you and explain why we decided this.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality. If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable(because of illness or infirmity) of providing this. A Third Party Consent Form is available from the practice.