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Drayton & St Faiths Medical Practice 
Index |
Latest Newslast updated 22/03/2012 |
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Patient Survey 2011 The results of our Survey for this year are now available. For more details about the survey click here Newsletter - September 2011 Our most recent newsletter is available here On the Day Appointments Information about our On the Day Appointments available here |
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Practice complaints Procedure - Information for Patients If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria. How to complain We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Managing Partner (a form is available should you wish to use one). She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.Complaining on behalf of a third party 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 on request.
What we will do We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.You will receive a final letter setting out the result of any practice investigation Taking It Further If you remain dissatisfied with the outcome you may refer the matter to:
PALS You can also contact PALS. This is a confidential service and can be contacted if the staff you deal with are unable to help with your questions or concerns, or you simply feel more comfortable speaking to someone else. PALS will provide balanced and impartial information/advice and will:
Contact:
The Parliamentary and Health Service Ombudsman If you remain dissatisfied after contacting NHS Norfolk you can address your concerns to:
Th Parliamentary and Health Service Ombudsman
Documents to Download The following documents are available to download should you wish to make a complaint:
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