Our aim is to provide the highest level of care for all our patients. We are always willing to hear if there is any way that you think that we can improve the service we provide.
Making a complaint:
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 resolved in this way and you wish to make a formal complaint, please do so in writing as soon as possible after the event, giving as much detail as possible to help us establish what happened.
A complaint must be made within 6 months of the date of the occurrence leading to complaint or within 12 months if there are valid reasons for the delay.
Formal complaints should be made in writing and addressed to the:
PracticeManager Cam & Uley Family Practice Fairmead Cam Glos, GL11 5NE
What we do next:
Our procedure is designed so that we may settle any complaints as quickly as possible.
We will acknowledge receipt of a complaint within 3 working days and a full response given within 10 working days. If the matter is likely to take longer then we will keep you informed as to the progress.
When looking at a acomplaint we shall aim to:
• Find out what happened and why.
• Make it possible for you to discuss the problem with those concerned, if you wish to do so.
• Make sure you receive an apology, if appropriate.
• Amend protocols if necessary to ensure the problem doesn't happen again.
At the end of the investigation a full written response will be sent to you.
Complaining on behalf of someone else:
Please note that we adhere to the strict the rules of medical confidentiality. If you wish to complain on behalf of someone else, we require written consent from the patient concerned that they are unhappy with their treatment and someone else can deal with the comlpaint.
Please ask at reception for a Third Party Complaint Form, which the patient can sign.
Where a patient is incapable of providing consent due to illness,accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your letter.
Please note that we are unable to discuss any issue relating to someone else without their express prmission, which must be made in writing, unless the above circumstances apply. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we expect that child to contact us themselves.
What you can do next:
We trust that if you have a problem, you will use our Cam and Uley Complaints Procedure.
If you are dissatisfied with the outcome:
You have the right to approach the Parliamentary & health Service Ombudsman.
Their contact details are: PHSO
London SW1P 4QP
You could also approach:
Healthwatch - www.healthwatch.co.uk
PALS- Patient Advice and Liasion Service - www.gloucestershireccg.nhs.uk
IHCA - Independant Health Complaints Advocacy - www.seap.org.uk
NHS England - email - firstname.lastname@example.org