Complaints

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

HOW TO COMPLAIN

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact Adrian Down, Managing Partner, who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

• Within 12 months of the incident that caused the problem

OR

• Within 12 months from when the complaint comes to your notice

The practice will acknowledge your complaint within three working days. The practice will arrange to speak with you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.

When the practice looks into your complaint it aims to:

• Ascertain the circumstances of the complaint
• Make arrangements to discuss the problem with those concerned, if you would like this
• Ensure that you receive an apology, where this is appropriate
• Identify what the practice can do to make sure that the problem does not happen again

If you do not wish to complain directly to the Practice you can complain to Lincolnshire ICB at the following address instead

NHS Lincolnshire Integrated Care Board, Complaints and Customer Care Team, Bridge House, The Point, Lions Way, Sleaford NG34 8GG.

Advocacy support

If you require support with your complaint advocacy and support is available from:

• POhWER support centre can be contacted via 0300 456 2370
• Advocacy People gives advocacy support on 0330 440 9000
• Age UK on 0800 055 6112
• The Local Council can give advice on local advocacy services
• Other advocates and links can be found on this PHSO webpage

OMBUDSMAN

If you are dissatisfied with the outcome of your complaint from either Integrated Care Board (ICB) or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Milbank Tower, Milbank, LONDON, SW1P 4QP

Citygate, Mosley Street, MANCHESTER, M2 3HQ

Tel: 0345 015 4033

www.ombudsman.org.uk

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that Caythorpe & Ancaster Medical Practice keeps strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

CONTACTING THE CARE QUALITY COMMISSION

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on 03000 616161, or alternatively visit Care Quality Commission website