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Practice Policies

Patient Confidentiality

locked_laptopPatient’s files are data protected and no information will be given to anyone other than NHS Professionals, or Health Care workers without your consent.

Compliments, Suggestions & Complaints

Patient Feedback

At the Crown Medical Practice we aim to give our patients the best possible service and we want you to be happy with the care we provide.

 

We know we don’t always get it right and really would appreciate your feedback on anything you think we could do better. You can do this by letter, email or using the feedback forms available at reception. We will review your comments and suggestions on a regular basis and will try to change things if possible.

 

On the other hand, if you have had a good experience, or if you feel that any member of staff has given you a particularly good service, please let us know. Knowing that we do things well will encourage us to keep trying to improve even more!

 

Complaints

If you have a complaint and would like a response from the practice, please follow the practice complaint procedure, as set out below.

 

Our practice complaints procedure is fully in line with and part of the NHS Complaints procedure, the purpose of which is to:

  • Find out what happened and what went wrong

  • Provide an apology where this is appropriate

  • Identify ways in which similar problems can be prevented

We look very carefully at complaints received, and will always investigate the circumstances leading to the complaint in order to both monitor and improve the quality of the services we provide.

 

How to make a complaint

If you are concerned about any aspect of our services, be it in relation to a doctor, nurse or other member of our team, please let us know as soon as possible.

You can do this by talking to a member of our team who will try to sort out your concern on the spot. If you do not feel able to do this you can complain in writing, in person or by telephone. Please contact us as soon as possible as this will enable us to investigate what happened more fully. If you have any specific information such as dates, times and names this also helps in our investigation.

 

Who to complain to

Complaints should be directed to Mrs Penny Levesley, our Practice Manager, or to any of the partners of the Practice. If you wish to, Mrs Levesley will be happy to make an appointment to speak with you to discuss your concerns.

 

Complaining on behalf of someone else

Please be aware that we cannot breach the rules of medical confidentiality. If you are complaining on behalf of someone else we shall require their consent to inform you of the outcome of our investigations.

 

What we shall do

We shall acknowledge your complaint within 3 working days either by telephone or in writing. We shall make every attempt to investigate and respond to that complaint within 14 working days. However, if the issues are complex or staff members are on leave this may take a little longer. In response we may write or offer you a meeting with the people involved.

 

What we shall not do

At no point will the fact that you have made a complaint be recorded in your medical record. All issues you raise will be treated in the strictest confidence and will not affect your current or future care.

 

Advice and Support For You

If you would like to speak to someone for advice or help with making a complaint or if you find it difficult to make a complaint yourself and want someone to speak for you, you can contact the local independent advice and support service (ICAS) on 0845 337 3054 or at Shropshire and Staffordshire ICAS, Unit 25 & 32, Stafford Business Village, Dyson Way, Staffordshire Technology Park, Stafford, ST18 0TW.

 

Alternatively; “Healthwatch” provides an advice and advocacy service.

  • Telephone; 0800-1615600 Email; advocacy@ecstaffs.co.uk

  • Write to; Healthwatch Staffordshire NHS complaints Advocacy, Suite 2, Opus House, priestly Court, Staffordshire Technology park, Stafford, ST18 0LQ

  • Website; healthwatchstaffordshire.co.uk/nhs-complaints If you feel that we have not responded to your concerns fully please do not hesitate to come back to us to discuss these further. However, if you feel this is not possible, please contact the NHS England Customer Contact Centre, PO Box 16738, Redditch, B97 9PT. Phone 0300 311 22 33 or email england.contactus@nhs.netIf you remain unhappy after you have received responses from both the practice and NHS England, you can contact the Parliamentary and Health Service Ombudsman. Email:             phso.enquiries@ombudsman.org.ukWe make every effort to give the best service possible to everyone who attends our practice.To pursue a complaint please contact the practice manager who will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from reception.

  • 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.

  • Telephone:   0345 015 4033

  • Post:               The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP

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  • If you are not happy with our response

  • Healthwatch leaflet available on request from our reception.



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