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Complaints, Compliments & Suggestions

Download our Complaints Leaflet >>

 

Introduction

Our Aim at the Adam Practice is to provide you with a high standard of medical treatment and care, and we are anxious to learn of any instances where you feel we have fallen short of this aim. We welcome your comments, both positive and negative, as these let us know when we are doing things right for you, our patients, and show us where there is room for improvement.

If you are unhappy with any aspect of your care or service, please let us know as soon as possible. We operate an In-House Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

 

Letters of Appreciation

If you are happy with the care you have received, or a service by any of our staff, please let us know.
Letters can be addressed to the Service Delivery Manager, Miss Nell Montague-Rendall, or any of the Doctors, and are always appreciated.

 

Suggestions

If you have any suggestions for making changes or improvements to the way we provide our services, please click HERE to complete our Suggestions Form, and hand it in to the Reception desk. Alternatively it can be posted or emailed to the Service Delivery Manager, Miss Nell Montague-Rendall.

 

Complaints

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a couple of days as this will enable us to establish what happened more easily. If this is not possible please let us have details of your complaint within 12 months of the incident that caused the problem. The 12 month time limit does not apply if the practice is satisfied that there were good reasons for not making the complaint within that time limit or that despite the delay, it is still possible to investigate matters fairly and effectively.

Please speak to the Surgery Team Manager at your surgery in the first instance. She will be able to sort out your concerns promptly. However if you wish to take your complaint further please either complete a complaints form, by clicking HERE, or write a letter detailing your complaint. These should then be sent to Miss Nell Montague-Rendall - Service Delivery Manager (designated complaints manager).

 

Making a complaint on behalf of someone else

Please note that we adhere fully to the rules of medical confidentiality. Therefore if you are complaining on behalf of someone else you must have their written permission to do so. Our complaints form (click HERE) contains a section which provides consent where necessary.

 

What we shall do

We shall acknowledge your complaint within 3 working days either orally or in writing, and will begin our investigation based on the available information. We will aim to have looked into your complaint within 14 working days of the date when you raised it with us, however where investigations take longer we will keep you informed of any delays.

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

  • find out what happened and what went wrong
  • make it possible for you to discuss the problem in person, 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 does not happen again and alter our procedures as necessary
  • advise you of your right to take your complaint to an alternative body (please click HERE for further information)

We shall then write to you to offer you an explanation. With this letter we also offer for you to meet with us should you have any further questions or would like to discuss your complaint further.

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you remain dissatisfied with the response to the complaint you have the right to complain to an alternative body (please click HERE for further information).

 

Help and Advice

If you wish, you can choose to seek advice on making your complaint from any of the following organisations:

 

Dorset Advocacy – Help with NHS Complaints
Offers a free and independent service that listens, offers support and representation to people who are unhappy about their experience with the NHS.
Email: mailto:nhscomplaints@dorsetadvocacy.co.uk
Website: http://www.dorsetadvocacy.co.uk
Telephone: 0300 343 7000

Healthwatch
The independent consumer champion created to gather and represent views of the public. They cannot deal with individual complaints but they can use your experiences to help make services better in the future.
Email: mailto:enquiries@healthwatchdorset.co.uk
website: http://www.healthwatchdorset.co.uk/
Telephone: 0300 111 0102
Post: FREEPOST RT JR-RHUJ-XBLH, Healthwatch Dorset, 896 Christchurch Road, Bournemouth, BH7 6BR
In person: at any Citizens Advice Bureau in Dorset, Poole or Bournemouth.

 

Download our Complaints Leaflet >>

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