Comments and Complaints
Complaints Procedure – Patient Information
Our aim is always to deliver high quality patient care, but we appreciate there are times when our service is less than efficient, or a patient is not happy with the service they have received. In order to maintain high standards of care, we need feedback about such incidents so that we can avoid any recurrence in the future.
We would rather you tell us if you are not happy with the service, rather than telling other people. That way we can apologise if we have done something wrong, identify why things happened the way they did and perhaps make changes as a result.
Making a Complaint
If you have any complaints or concerns about the service that you have received from the Doctors or staff working for this practice, please let us know.
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
· Within 12 months of the incident or
· Within 12 months of you becoming aware of the matter
You can make your complaint in the following ways:
To the Practice by telephone: 01995 607399 - ask to speak to the Reception Manager, who will take your complaint and attempt to resolve it for you. It not it will be escalated to a member of the Management Team. If, due to the nature of your complaint the practice needs you to put it in writing you will be advised accordingly.
To the Practice In writing: FAO the Complaints Lead, Garstang Medical Practice, Kepple Lane, Garstang, PR3 1PB. Some complaints may be easier to explain in writing – please give as much information as you can.
To the Practice By email: FAO the Complaints Lead to lscicb-fw.p81006@nhs.net
To the Integrated Care Board (ICB): As of 1st July 2023 you can complain either to the practice directly or to the Integrated Care Board (ICB). Although a practice first approach is preferred, you may wish to contact the ICB directly as they are the commissioning authority responsible for the practice. www.lancashireandsouthcumbria.icb.nhs.uk/contact-us/customer-care-team
Telephone: 0300 373 3550
E-mail: lscicb-fw.patientexperience@nhs.net
Write to: Level 3, Christ Church Precinct, County Hall, Fishergate Hill, Preston, PR1 8XB
What we do Next
The practice is only able to investigate and answer complaints which relate directly to the practice and its employed staff. If your complaint relates to an external third party, where possible you will be advised of the appropriate person to contact.
Our complaints procedure is designed to make sure we deal with any complaints as quickly as possible. We shall normally acknowledge your complaint within 3 working days of receipt, and although there are no NHS timescales when considering a complaint, simply that it must be investigated thoroughly, at Garstang Medical Practice, we aim to have looked into your complaint within 20 working days of receipt. We shall then be in a position to offer you a response to the issues you have raised and, where appropriate, a meeting with the people involved. If for any reason the complaint takes longer to respond to we will keep in contact with you to notify you of any delay and the reasons why.
If the complaint is a general one about the service, it will be investigated by the Reception Manager or Complaints Lead. If it involves any clinical issues, it will be passed to one of the Doctors to investigate and they will subsequently respond. When we investigate your complaint, we shall aim to:
· Find out what happened and what went wrong.
· Make it possible for you to discuss the problem with those concerned, if you wish to do so
· Make sure you receive an apology, where appropriate
· Identify what we can do to make sure the problem doesn’t happen again.
The final response letter will include details of the result of your complaint and your right to refer the matter further to the Parliamentary and Health Service Ombudsman if you remain dissatisfied with the response.
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.
Please ask at reception for a Third-Party Complaint Consent Form, which contains a suitable authority for the patient to sign to enable the complaint to proceed. Alternatively, we will send one to you to return to us when we receive your initial written complaint.
Where the patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express
permission, which must be in writing, unless the circumstances above apply. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we will expect that child to contact us themselves to lodge their complaint.
We may still need to correspond directly with the patient or may be able to deal directly with the third party. This depends on the wording of the consent provided.
If you are dissatisfied with the Outcome
You have the right to approach the Parliamentary & Health Service Ombudsman. Their contact details are:
Parliamentary and Health Service Ombudsman
Citygate
47 – 51 Mosley Street
Manchester M2 3HQ
Tel: 0345 015 4033
Website: www.ombudsman.org.uk
You may also approach Patient Advice and Liaison Service (PALS), Health watch or the Independent Health Complaints Advocacy for help or advice;
The local Health watch can be found at:
Your local PALS can be found by contacting the local hospital or using the website below
www.nhs.uk/service-search/other-health-services/patient-advice-and-liaison-services-pals
Independent advocacy services include:
POhWER – a charity that helps people to be involved in decisions being made about their care. POhWER’s support centre can be contacted via 0300 456 2370
Advocacy People – gives advocacy support. Call 0330 440 9000 for advice or text 80800 starting message with PEOPLE
Age UK – may have advocates in the area. Visit their website or call 0800 055 6112
Local councils can offer support in helping the complainant to find an advocacy service.
The Patient Advice and Liaison Service (PALS) is based at Royal Preston Hospital or Royal Lancaster Infirmary.
