Complaints Procedure
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Caterham Valley Medical Practice.
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 complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the Practice Manager.
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf: NHS England South East Complaints Hub email: frimleyicb.southeastcomplaints@nhs.net Telephone: 0300 561 0290 Post: South East Complaints Hub, NHS Frimley ICB, Aldershot Centre for Health, Hospital Hill, Aldershot, Hampshire, GU11 1AY
A complaint can be made verbally or in writing. A complaints form is available from reception or if you prefer you can use the fdeedback form on our website Caterham Valley Medical Practice Additionally, you can complain via email to syheartlandsicb.practicemanager@nhs.net
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the time you become aware of the matter about which you wish to complain.
You should receive acknowledgement to your complaint within three business days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
Caterham Valley Medical Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Caterham Valley Medical Practice 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
Caterham Valley Medical Practice allows a third party to make a complaint on behalf of the patient. The patient must provide consent for them to do so.
Final response
Caterham Valley Medical Practice will issue a final response to all formal complainants which will provide details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Advocacy support
If you would like support with making a complaint or need independent advice about complaints, please contact the advocacy service
- SILC - Independent Health Complaints Advocacy Service (surreyilc.org.uk) Tel: 014863 310 500
- Email: nhsadvocacy@surreyilc.org.uk
- POhWER support centre can be contacted via 0300 456 2370
- Home | The Advocacy People gives advocacy support on 0330 440 9000
- www.ageuk.org.uk on 0800 055 6112
- Local Council can give advice on local advocacy services
Further action
If you are dissatisfied with the outcome of our complaint from either NHS England or this organisation then you can escalate your complaint to the Parliamentary Health Service Ombudsman (PHSO) at either:
Millbank Tower, Millbank, London SW1P 4QP
Citygate, Mosley Street, Manchester M2 3HQ
Tel: 0345 015 4033