We make every effort to give the best service possible to everyone who attends our practice. However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
To pursue a complaint, please contact the Practice Manager, Sally Burfoot, in person or by phone, email (firstname.lastname@example.org) or fax. We operate a practice complaints procedure as part of the NHS system for dealing with complaints and our system meets national criteria.
Our practice complaints leaflet gives details of the procedure and is available from reception, in our patient waiting area or by printing a Complaints Procedure Leaflet using the link below.
Complaints procedure leaflet
As a patient of the NHS you have the right to:
- Have your complaint dealt with efficiently
- Have your complaint properly investigated
- Be informed of the outcome of your complaint
- Take your complaint to the Health Services Ombudsman if you are not satisfied with the outcome.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionatel
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.
General complaints about primary care services (e.g. GPs,dentists and opticians)
These are managed by NHS England and they can be contacted by calling 0300 311 2233 or email: email@example.com
You can also use NHS South Commissioning Support Unit, which is part of the NHS, to process your concerns and complaints; however any investigation into your concerns will be carried out in this area by the Comments and Complaints Team, Horsham and Mid-Sussex CCG, Lower Ground Floor, Crawley Hospital, West Green Drive, Crawley, RH11 7DH.
Alternatively contact Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS), which is as follows:
Healthwatch West Sussex Independent Health Complaints Advocacy Service (IHCAS)
Telephone: 0300 012 0122
Address: The Billingshurst Community Centre, Roman Way, Billingshurst, West Sussex RH14 9QW
Healthwatch, West Sussex helps local people people have their say about health and social care services. They collect people's stories, so 'healthwatch' can build up a picture of how well health services are performing for you. It is the new local consumer champion for health and social care and Judges Close Practice welcomes the part they play in ensuring standards are maintained. Healthwatch have inspected the practice in 2016.
Compliments & Suggestions
We are continually striving to improve our service. Any helpful suggestions or compliments would be much appreciated and a red 'compliments, comments and complaints' box is located on the main reception desk for your convenience. Alternatively, you can either telephone or write to the Practice Manager, Sally Burfoot, at firstname.lastname@example.org.