Complaint Policy

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Branksomewood Healthcare 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.

Who to talk to

Most complaints 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 the complaints manager, Sally Turnbull.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

NHS England

PO BOX 16738

Redditch

B97 9PT

03003 112233

england.contactus@nhs.net

A complaint can be made verbally or in writing. Please use the complaint form available at the reception or the webform on the website to mention details of your complaint and send us.

Time frames for complaints

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.

Investigating complaints

Branksomewood Healthcare Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Branksomewood Healthcare Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

Branksomewood Healthcare Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from reception.

Final response

Branksomewood Healthcare Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. information is detailed in our practice policy.

Advocacy support

Further actions

If you are dissatisfied with the outcome of your complaint from either NHS England or this practice, then you can escalate your complaint to:

Parliamentary Health Service Ombudsman (PHSO)

Milbank Tower

Milbank

London.




Branksomewood Healthcare Centre