Complaints

Every patient has the right to make a complaint about the treatment or care they have received at Hugglescote Surgery. 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:

A complaint can be made verbally or in writing by completing the enclosed complaint form. Additionally, you can send your complaint via email to hugglescote.surgery@nhs.net

Alternatively, please write to:

Complaints Handler, Hugglescote Surgery, 151 Grange Road, Hugglescote, Leicestershire, LE67 2BS

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

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.

Our Management Team will acknowledge all complaints within 3 business days. We will aim to investigate and provide you with the findings as soon as we can and we will attempt to provide regular updates regarding the investigation of your complaint.

Investigating Complaints:

Hugglescote Surgery will investigate all complaints effectively and in conjunction with current and appropriate legislation and guidance.

Confidentiality

Hugglescote Surgery 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

Hugglescote Surgery allows a third party to make a complaint on behalf of a patient. The patient must provide written consent for them to do so if this has not been previously provided.

Data Protection Complaints

If you are concerned about how the practice has handled your personal information, you can raise this as a data protection complaint. This may include concerns about how we collect, use, share, store or protect your information, or how we have responded to a request for access to your records. You can raise a data protection complaint using our usual complaints process.

You also have the right to complain to the Information Commissioner’s Office if you are unhappy with how your personal information has been handled:

Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

Call: 0303 123 1113

Email: england.contactus@nhs.net

www.ico.org.uk/make-a-complaint/data-protection-complaints

Final Response

Hugglescote Surgery will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.

Advocacy support:

• POhWER support centre can be contacted via 0300 456 2370 or visit pohwer.net
• Advocacy People gives advocacy support on 0330 440 9000 or visit theadvocacypeople.org.uk
• Age UK on 0800 055 6112 or visit ageuk.org.uk
• LAMP Mental Health Advocacy 0116 255 6286 or email advocacy@lampdirect.org.uk

You may also approach PALS for help or advice.

Further Action:

If you are dissatisfied with the outcome of your complaint from either NHS England or this practice, you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either 0345 015 4033 or go to www.ombudsman.org.uk