Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at The Elms Surgery. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to the complaints manager, but note this may need to be a booked appointment. If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
Herts & West Esses ICB Hertfordshire and West Essex ICS
The Forum
Marlowes
Hemel Hempstead
Hertfordshire
HP1 1DN
Tel: 01442 898888
Email: [email protected]
A complaint can be made verbally or in writing and a complaints form is available from reception. Additionally, you can complain via email to [email protected]
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. The complaints manager will respond to within three business days to acknowledge your complaint. We will aim to investigate and provide you with the findings as soon as we can. Please note as per NHS guidelines we have up to 6 months to respond and if we require additional time, the reasons as to why will be communicated to you.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.
Advocacy support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- Local Council can give advice on local advocacy services
- Other advocates and links can be found on this PHSO webpage
Further action
If you are dissatisfied with the outcome of your complaint from either Herts & West Essex ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower, Milbank
LONDON
SW1P 4QP
Or
Citygate, Mosley Street
MANCHESTER
M2 3HQ
Tel: 0345 015 4033