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Complaints and compliments

Complaints

Linthorpe Surgery, and its branch surgery at North Ormesby, aim to provide a high level of service to all its patients. However, we welcome your comments, compliments and also complaints to help shape our care and make our surgery safe, helpful and effective.

If you wish to complain about the care you, or a relative, have received from Linthorpe Surgery, please see the complaints procedure below.

How to complain

We hope that most problems can be sorted out easily and quickly at the time they arise and with the person concerned.  If this is not possible and you wish to make a complaint, please ask to speak to the head receptionist at either surgery. They will listen to you, document the details of your complaint and try to resolve issues straight away.

If this is not sufficient in addressing the concern, we would like you to make a written complaint as soon as possible, ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily, while events can be remembered.

If it is not possible to do that, please let us have details of your complaint:

 

  • within 12 months of the incident that caused the problem

or

  • within 12 months of discovering that you have a problem.

 

Complaints should be addressed to the Operational Manager, or any of the doctors.

Alternatively, you may ask for an appointment with the Operational Manager to discuss your concerns.  They will explain the complaints procedure to you and will make sure your concerns are dealt with promptly.  It will be a great help if you are as specific as possible about your complaint.

What we will do

We will acknowledge your complaint within 3 working days. We aim to have investigated what happened and responded formally to you within 20 working days of the date from which you raised it.

When we look into your complaint, we will aim to:

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem with those concerned, if you would like this
  • make sure you receive an apology where this is appropriate
  • Identify what we can do to make sure the problem doesn’t happen again.
Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality.  If you are complaining on behalf of somebody else, we need their permission for you to do so.  A note signed by the patient concerned will be needed unless they are incapable (because of illness) of providing this.

Complaining to NHS England

We hope that, if you have a problem, you will use our practice complaints procedure.  We believe this will give us the best opportunity to put right whatever has gone wrong and an opportunity to improve our service.  However, if you do not wish to follow this procedure you also have the right to approach NHS England for further advice.

NHS England

Customer Contact Centre

PO Box 16728

Redditch

B97 9PT

Tel: 0300 311 22 33 open 8.00am – 6.00pm

E-mail: nhscommissioningboard@hscic.gov.uk

If you remain dissatisfied with the response to your complaint you have the right to ask the Parliamentary and Health Services Ombudsman (PHSO) to review your complaint.

The Parliamentary and Health Services Ombudsman

Milbank Tower

Milbank

London

SW1P 4QP

 

Tel:  0345 0154033

Email: phso.enquires@ombudsman.org.uk

The PHSO would normally expect any request to be lodged within 12 months from the date when you became aware that you had cause to complain.  However, you are encouraged to make the approach as soon as possible after local resolution is complete.