If you have a complaint or concern about the service you have
received from the doctors or any of the staff working in the
practice, please let us know. We operate a complaints procedure as
part of an NHS system for dealing with complaints. Our complaints
system meets national criteria. We hope that most problems can be
sorted out quickly and easily, preferably at the same time as 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. It will be a great help
if you are as specific as possible about your complaint. We shall
acknowledge your complaint within two working days and aim to have
looked into your complaint within 10 working days of the date you
raised it with us. We shall then be in a position to offer you an
explanation, or a meeting with the practice manager (complaints
administrator). When we look into your complaint we shall aim to:
• find out what happened
• make sure you receive an apology/explanation/response where
this is appropriate
• identify what we can do to make sure this problem does not
happen again.
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 the practice. This does not affect your right to approach
the local Health Authority. If you feel you cannot raise your
complaint with us or are dissatisfied with the result of our
investigation, you should contact the Health Authority complaints
manager for further advice. The contact details are:
Complaints Manager
NHS Northamptonshire
Francis Crick House
Summerhouse Road
Moulton Park
Northampton
NN3 6BF
Tel: 01604 651717 / 651718
Email:
complaints@northants.nhs.uk
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