Every patient has the right to make a complaint about the treatment or care they have received at Jubilee Medical Centre.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
We have found that most problems can be sorted out relatively quickly and can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to a complaint’s manager, either the Practice Manager Amy Connolly or the Patient Service Manager Leanne Long. Depending on what the complaint is regarding will determine who is best suited to deal with your complaint.
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. This will enable us to establish what happened more easily. The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
Some complaints may be easier to explain in writing. You can ask for a complaint leaflet and form at Reception or download the complaints leaflet and complaints form using the links below. Which you should print off and send to the Practice. Please give as much information as you can, then send your complaint to the Practice, marked for the attention of one of the complaints Managers stated above.
Click Here for the Complaints Leaflet Procedure
Click Here for the Complaints Form
One of the Complaints Managers will acknowledge your complaint within three business days and aim for a written response within 2 weeks.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
If you do not wish to speak directly to the practice you may lodge a formal complaint with NHS England who are the organisation issuing our contract and they can be contacted :
By post to: NHS England. PO Box 16738. Redditch. B97 9PT.
By email to: england.contactus@nhs.net.
By telephone: 0300 311 22 33.
Their opening hours are: 8am to 6pm Monday to Friday, except Wednesdays when they open at the later time of 9.30am. They are closed on bank holidays.
What we will do
Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 20 working days of the date you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.
When we look into your complaint, we 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
- make sure you receive an apology, where appropriate
- identify what we can do to make sure the problem doesn’t happen again.
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we must know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Getting help with making a complaint
Healthwatch Liverpool is a free, confidential and independent service. They can help you to sort out any concerns that you may have about the care we provide and they can give you information about the different services which are available from the NHS.
They collect feedback on people’s experiences of using health and care services and provide advocacy to people who are making a complaint about an NHS funded service.
Healthwatch Information
1st floor
151 Dale Street
Liverpool, L2 2AH
T: 0300 77 77 007 (Calls cost the same as to a local landline)
F: 0151 298 3275
E: enquiries@healthwatchliverpool.co.uk
W: http://www.healthwatchliverpool.co.uk/
Your local Citizens Advice Bureau can also help with NHS complaints.
If you’re still not happy once we have completed our enquiries and told you the result:
If you are not satisfied with the final response of the practice to your complaint, you can ask the Health Service Ombudsman to look into it.
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
T: 0345 015 4033 8.30-5.30 Monday-Friday
E: phso.enquiries@ombudsman.org.uk
W: http://www.ombudsman.org.uk
