We always try to give you the best services possible but there may be times when you feel this has not happened. This procedure explains what to do if you have a complaint about the services we provide for you at Merton Lodge Surgery.
If you have any complaint or concern about any service that you have received from the doctors or staff working for Merton Lodge Surgery, you are entitled to ask for an explanation.
We operate an informal, in-house complaints procedure to deal with your complaints and comments. This procedure does not deal with matters of legal liability or compensation. In some cases, the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority. Your complaint should be addressed to Ian Atkinson or Anna Keeler, who will ensure that it is investigated thoroughly, fairly and as speedily as possible although, in some cases, it may take longer if we have to make further enquiries. We aim to acknowledge your complaint within three working days and complete our investigations within 2 months. We will ensure that your complaint is investigated by the appropriate person within the Practice. It is likely that, as a first step, the investigator will contact you directly to ensure that he or she fully understands your complaint. The investigator will then interview appropriate members of the Practice staff and may inspect relevant documents.
Please note that the Practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate written authority if you are not the patient in question. Please note there are restrictions on the information that can be released to a third party concerning deceased patients. These restrictions will be explained to you by a member of the team.
At the conclusion of the investigation, your complaint will be discussed with you in detail. If you are still not happy with the outcome and are not satisfied that we have dealt with the matter thoroughly, we will direct you to the appropriate authorities who will be able to help you.
You also have the choice to make your complaint to NHS England as commissioner of the GP services in England. NHS England will co-ordinate an investigation into your complaint and provide a formal written response. NHS England can be contacted in writing at NHS England, P O Box 16738, Redditch, B97 9PT, email: firstname.lastname@example.org or by telephone 0300 3112233 .
PALS (Patient Advice and Liaison Service) leaflets are available in each surgery. PALS staff will listen to your concerns and help sort out your problems quickly on your behalf. PALS can be contacted on 0845 602 4384 or email: LHNT.LincsPALS@nhs.net
You may also wish to contact POhWER, NHS Complaints Advocacy Service for support with your complaint . POhWER provide a free, confidential and independent service to support people with their NHS complaint.
POhWER can be contacted in the following ways: tel: 0300 200 0084 or by email: email@example.com. Their website address is: www.pohwer.net/in-your-area/where-you-live/Lincolnshire
If you remain dissatisfied with the outcome of your complaint, you have the right to contact the Parliamentary and Health Service Ombudsman Helpline: 0345 015 4033 www.ombudsman.org.uk. Any contact with the Ombudsman must be made within 12 months of completion of correspondence with the Practice.