Comments, Suggestions and Complaints

PRACTICE COMPLAINTS PROCEDURE

We always try to provide the best service possible but there may be times when you feel this has not happened.

If you have any complaint about the service that you have received from the doctors or staff working for this practice, then you are entitled to ask for an explanation. We operate an informal, in-house complaints procedure. This procedure does not deal with matters of legal responsibility or compensation. In those cases where the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority.

How to Complain
We hope that most problems can be sorted out easily and quickly, preferably 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, please let us know as soon as possible as this will enable us to establish what happened more easily.

We have a complaint form for your convenience - please ask for this at reception. You don't have to use it if you prefer to set out your complaint in your own way. We can help you to write down your complaint if you feel you need help to do so. Your complaint should be addressed to the practice manager who will ensure that it is investigated thoroughly as soon as possible. We aim to report back to you within two weeks although, in some cases, more time may be required.

This procedure does not affect your right to make a formal complaint to the primary care trust if you wish. Nor does it affect your right to seek compensation in law.

What We Shall Do
We shall acknowledge your complaint and look in to it as soon as we can.
We shall aim to:

• Find out what happened and what went wrong.
• Make it possible for you to meet and discuss your complaint with those concerned, if
  you would like this. You may bring a friend or relative with you to help with this
  discussion.
• Make sure you receive an apology and explanation where this is appropriate.
• Identify what we can do to make sure the problem does not happen again.

COMPLAINING ON BEHALF OF SOMEONE ELSE

We ensure strict adherence to the rule of medical confidentiality. If you are complaining on behalf of someone else, we will need to have their written permission for you to do so. Neither can we provide confidential information without the appropriate authority to do so.

COMPLAINING TO THE PRIMARY CARE TRUST

If you do not wish to complain directly to the practice, you can write to the primary care trust and ask them to act as intermediary between you and the practice.

You should write to: Julie Finch, Complaints Officer
North Yorkshire and York Primary Care Trust
The Hamlet, Hornbeam Park, Harrogate HG2 8RE

You may also find it helpful to contact the Independent Complaints and Advocacy Service (ICAS) for further help, advice and support. They can be contacted on 0845 1203734.