We try to provide a high standard of care and service to all our patients and are continually striving to improve our service. Any helpful suggestions are much appreciated and a suggestion box is located in the waiting area. However, there may be times when you are not happy about something.
We hope you will feel free to discuss your concerns with the member of staff directly involved, or with the Practice Manager or one of the Doctors. This is better done sooner rather than later and we hope that you will be satisfied after talking to us
Information on our complaints procedure is available from reception.
Complaints should be addressed to: Miss T Walker, Operations Manager, Lane Ends Surgery
Informal complaints, also known as verbal complaints, will be dealt with by the Practice Manager or Deputy Manager, if the Manager is on absent. There may be circumstances in which the Manager is unable to deal with your complaint immediately and they will make an appointment to see you within 48 hours.
Patients who have a comment or complaint about a GP, which cannot be resolved locally with the practice manager, can contact NHS England using the details below.
Telephone: 0300 311 22 33
Concerns, Complaints and Compliments Policy
Complaints Policy 2021
The Complaints Manager at Lane Ends Surgery is Tracey Walker, Operations Manager. It is the duty of the Complaints Manager to manage the complaints handling procedure in compliance with the regulations.
The Responsible Person at Lane Ends Surgery is Charlotte Newsham, Practice Manager. It is the duty of the Responsible Person to ensure that all aspects of regulations and constitutional rights have been complied with in respect of all complaints received by the Practice.
The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 oblige NHS organisations to have arrangements in place to deal with complaints.
The Health Act 2009 places a duty on NHS Organisations (including contractors) to ‘have regard to the NHS Constitution’.
The NHS Constitution sets out the following rights for patients:
- To have the right to have any complaint about NHS services dealt with efficiently and to have it properly investigated
- To have the right to know the outcome of any investigation of a complaint
- To have the right to take the complaint to the Independent Health Service Ombudsman if not satisfied with the way the complaint has been handled by the NHS organisation.
- There are two stages of complaints handling:
- Local resolution at Practice or NHS England/CCG level
- Referral to the Ombudsman
Lane Ends Surgery will:
- Ensure patients are aware of the right to complain
- Ensure patients know how to complain and who to complain to
- Ensure patients understand how their complaint will be handled and the time frame
- Ensure there is a robust system to respond, record and review complaints.
Main Provisions of the Regulations
- Patients wishing to complain may do so orally, in writing or electronically to either the practice or the CCG as commissioner.
- Complaints can be made within 12 months of an incident occurring or them becoming aware of the problem. The time limit can sometimes be extended (so long as it's still possible to investigate the complaint). An extension might be possible, for instance in situations where it would have been difficult for the patient to complain earlier, for example, if grieving or undergoing trauma.
- Oral complaints that are satisfactorily resolved no later than the next working day are not subject to the regulations.
- Complaints can be made by patients or anyone affected by the actions, omissions or decisions of the Practice, whether on their own behalf or by a representative. In the case of a representative, the Practice must be satisfied that he/she is acting in the best interests of the person on whose behalf the complaint is being raised. If the practice decides this is not the case, the complainant will be notified in writing and an explanation given.
- Complainants can complain directly to the CCG or NHS England rather than to the Practice. The CCG or NHS England is obliged to notify the Practice.
- All NHS organisations (including voluntary and independent sector organisations under contract) are all governed by the same legislation therefore coordinated complaint handling should be easier. If a complaint is received that involves other organisations, the Practice should, with the patient’s consent, copy the complaint and the acknowledgement letter to the organisations concerned.
- Patients will be encouraged to give feedback to the practice. The process for doing so will be advertised in the Practice Leaflet and also on signage in the waiting room.
- Where a complaint is made orally, the complaint will still be recorded.
- The complaint shall be acknowledged within 3 working days of receipt and may be made orally or in writing.
- When acknowledging the complaint, we will offer to discuss the complaint, with the complainant, at a time to suit them. We will advise the manner in which the complaint will be investigated and the likely timescale for this investigation and when the complainant is likely to receive a response.
- If the complainant does not accept the offer of a discussion then we will determine the response time and notify the complainant in writing.
- The investigation of the complaint will be made in the most appropriate manner and shall be conducted efficiently, at all times keeping the patient up to date with progress. As soon as possible after completion of the investigation, the complainant will be sent a written response.
- The response will include an explanation of how the complaint has been considered, conclusions reached and how they may affect the complainant. It will confirm any actions that need to be taken as a consequence of the complaint. If local resolution has not been reached, it will identify the right to take the complaint to the Health Service Ombudsman.
- On receiving a formal compliment it will be filed centrally and details recorded. A copy will be sent to each member of staff to which the compliment relates.
will undertake an annual review of complaints. An annual report will be produced giving details of:
- The number of complaints received
- A summary of subject matter
- A summary of outcomes
- Lessons learned and any improvements made
- The way complaints were handled
- The number of complaints passed to Ombudsman
The Health Service Ombudsman
The Ombudsman is completely independent of the NHS and Government. The Ombudsman can be contacted at Millbank Tower, Millbank, London SW1P 4QP, Tel: 0345 015 4033 or by emailing firstname.lastname@example.org or by accessing www.ombudsman.org.uk.
Updated: October 2021
Review date: October 2023
By Practice Manager
Complaint Leaflet - for patients (.docx)
Complaint Form - for staff completion (.docx)