Complaints Policy

Dr Trzeciak & Partners

Complaints Procedure for Patients

 

Prepared by:

Kristy O’Hanlon

Approved by:

Wendy Hunter

For use by:

Dr Trzeciak & Partners

Date:

December 2018

Review date:

December 2022


Definition

A complaint or concern is an expression of dissatisfaction about an act, omission or decision of Dr Trzeciak & Partners, either verbal or written, and whether justified or not, which requires a response.

Who can make a Complaint?

The Practice keeps to strict Confidentiality and Data Protection Policies & Procedures and complaints are handled within these policy guidelines. Complaints will be kept separate from patient medical records.  If you are not the person making the complaint but acting on behalf of a patient, written consent will be required from the patient where possible.

 

A complaint can be made by the person who is affected by the action, or it may be made by a person acting on behalf of a patient in any case where the person is:

  • Is a child (an individual who has not attained the age of 18)

In the case of a child, we must be satisfied that there are reasonable grounds for the complaint being made by a representative of the child and making the complaint in the best interests of the child, we may require sight of documentation.

  • Has died

In the case of a person who has died, we must be satisfied that the complainant is a personal representative of the deceased; we may require sight of documentation.

  • Has physical or mental incapacity

In the case of a person who is unable by reason of physical capacity, or who lacks capacity under the Mental Capacity Act 2005 to make a complaint themselves, we must be satisfied that the complaint is being made in the best interests of the patient. We may require sight of documentation.

  • Has given consent to a third party to act on their behalf

In the case of a third party acting on a patient’s behalf we must be satisfied and have received correct documentation and consent from the patient affected. This will be documented in the complaint file and confirmation will be issued to both the third party individual making the complaint and the person affected.

  • Has delegated authority to act on their behalf, in the form of a registered Power of Attorney which must cover health affairs. We must be satisfied and in receipt of correct documentation to evidence this.

Making a Complaint

Most problems can be resolved quickly and easily and often at the time they arise with the person concerned and we encourage patients to try this approach initially.

 

Where you are dissatisfied that your complaint has not been resolved in this initial communication, you may wish to consider making a formal complaint. All formal complaints should be preferably made in writing where possible and addressed to the Practice Manager and ideally within a few days of the event happening. This will help us to establish and investigate the circumstances of the complaint. The timescales for making a complaint are:

  • 12 months after the date on which the matter of the complaint occurred, or
  • 12 months after the date on which the matter of the complaint came to the notice of the complainant.

 

Please let us know if you require language or BSL interpreters, or information in braille or large text. Written complaints can be sent to: Wendy Hunter, Practice Manager, The Doctor’s Surgery, The Health Centre, Chapel Street, Thirsk, YO7 1LG.

 

What happens next?

  • We will acknowledge receipt of your complaint within 3 working days.
  • We aim to investigate the matter within 10 working days and look to settle complaints as soon as possible.
  • If the investigation of the complaint is likely to take longer than the 10 days, we will inform you of this and keep you updated periodically on the progress.
  • When we look into a complaint we attempt to investigate what happened and why, speak to persons involved where appropriate, gather any documentation where appropriate. Ensure it is made possible for you to discuss the matter and seek resolution together if you would like to do so and for us as a Practice to learn from the circumstances and make improvements where possible.
  • Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation to enable a co-ordinated response or agree a lead responder where appropriate. We will seek consent from you to speak with and liaise with other involved organisations. If your complaint has been sent to an incorrect organisation, we will seek your consent to forward it to the correct person/organisation to deal with it.
  • You will receive a formal reply in writing or you may be invited to meet to discuss the matter with the person concerned to aim to resolve the matter.
  • The final response letter will include an explanation of how the complaint has been considered and any facts investigated, an apology if appropriate, whether the complaint in full or in part is upheld, the conclusions reached in relation to the complaint, any remedial actions the practice considers appropriate and confirmation of these being actioned, where possible we will respond to people about lessons learned and also your right to escalate the matter further if you remain dissatisfied with the outcome.

 

For help and advice Patient Relations can provide confidential advice about your NHS care by Email: HRWCCG.PatientRelations@nhs.net, Phone: 01609 767607

Address: Patient Relations, Civic Centre, Stone Cross, Northallerton DL6 2UU or contact NHS England by Phone: 03003 11 22 33, Email: england.contactus@nhs.net or by post: NHS England, PO Box 16738, Redditch, B97 9PT

 

If you are dissatisfied with the outcome you have a right to approach the Ombudsman: Helpline 0345 015 4033 or follow this link https://www.ombudsman.org.uk/making-complaint



 
Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website