We are only Human!
We always try to offer the best service and meet your needs, but we cannot promise to be perfect. If there is something that you feel we have done badly, or you have a concern about the practice, please contact us so that we can discuss your concern and help to improve the situation for the future. First of all mention your concern to the person concerned, or their line manager. If this fails to solve your problem, we have official systems for complaints, if you feel it needs to go that far.
Of course, if we have done exceptionally well, we like to hear this too!
We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets National criteria and details are given below.Comments & Suggestions
Please use the following form to provide general feedback (good or bad) on any aspect of the practice:
Complaints Procedure
How to complain
We hope that most problems can be resolved quickly and easily, often 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, we would like you to let us know in writing as soon as possible, ideally within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint in writing within 6 months of the incident causing the problem, or within 6 months of discovering that you have a problem, provided that it is within 12 months of the incident.
You may ask for an appointment with the Administration Manager, Julie Rowlinson, to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. Please send your written complaint to the Practice Manager or fill in a form obtainable at reception. It will be a great help if you are as specific as possible about your complaint, and if you supply your name if at all possible.
Complaining on behalf of another person
Please note we keep strictly to the rules of medical confidentiality. All information held about our patients is completely confidential. The Practice is registered under the Date Protection Act 1984. This act protects data held on the practice computer system. If you are complaining on behalf of someone else we have to know that you have his/her permission to do so. A note signed by the person concerned will be needed, unless they are incapable because of illness of providing this.
What we shall do
We shall acknowledge your complaint within 3 working days and aim to have looked into the complaint within 10 working days of the date you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved.
When we look into your complaint we shall aim to:-
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned if you would like this.
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to make sure the problem does not happen again.
Complaining to the Primary Care Trust.
We hope that if you have a problem you will use our Practice complaints procedure. We believe that this will give the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice. But this does not affect your right to approach the Primary Care trust if you feel that you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. You should contact:-
Complaints Manager
NHS Derby City
East Point
Cardinal Square
10 Nottingham Road
Derby
DE1 3QT
Telephone number 01332 224000
The Patient Advice and Liaison Service (PALS) based at the Derby City PCT is also able to provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. Telephone Freephone 08000 323235 between 9:00a.m.- 5:00p.m. Mon-Fri.
Disclaimer: The Meadowfields Practice accepts no responsibility for the accuracy of any information given on this site.