Comments & Complaints
With effect from the 1st April 2013 the Care Quality Commission came into being, bringing together the responsibilities of the Commission for Social Care Inspection, the Mental Health Act Commission and the Healthcare Commission. The independent review function of the Healthcare Commission will be assumed by the Parliamentary Commissioner for Health (The Ombudsman). This new Commission oversees the complaints procedure of the whole of the National Health Service and Social Care.
At Westrop Medical Practice we aim to provide a high level of service to all our patients. Unfortunately there are occasions when we fall short of these intentions. If you feel that you would like to make a complaint against the Surgery you can do so using any of the following methods:
Orally to the Practice Manager when available
In writing using the attached form or via letter
Electronically via email to Richard.firstname.lastname@example.org
You should make your complaint within 12 months of an incident happening. However this 12 month limit does not apply if there were good reasons for not making the complaint within the time limit. Also if despite the delay it is still possible to investigate matters effectively and fairly a complaint can be made outside this time scale.
If you are not the patient, but 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 ( through illness or infirmity) of providing this. A third party consent form is available from reception.
Within Westrop Medical Practice the following personnel are responsible for dealing with complaints:
Dr Julie Frost, Partner is responsible for ensuring compliance with our complaints procedure.
Mr Richard Rees, Business and Finance Manager is responsible for managing the complaint procedure.
Whenever possible your complaint will be acknowledged within 3 working days either orally or in writing, at this time a course of action will be agreed regarding discussing the matter. Complaints should normally be resolved within 6 months. If you would prefer not to speak to the practice regarding your complain, you can contact NHS England on 0300 3112233 or via email on England,email@example.com (please ensure you put in the subject line “for the attention of the complaint’s manager”).
If you are unhappy with the outcome of the complaint, or you complaint is not resolved within 6 months you have the right to ask the Parliamentary and Health Service Ombudsman to undertake an independent investigation of your complaint.
You can contact them at the following address:
The Parliamentary and Health Service Ombusdman
If you wish to make a complaint to Westrop Medical Practice please complete the attached form and pass it to a member of the Reception Team who will ensure that Mr Richard Rees, Business and Finance Manager receives it. Alternatively if you would like to speak to Mr Rees directly please ask at Reception for an appointment
The Health Service Ombudsman in England
The Parliamentary and Health Service Ombudsman website contains detailed information on raising a complaint about any aspect of the NHS in England. There is also a leaflet explaining the procedure of bringing a complaint to the ombudsman.