Suggestions, Comments and Complaints

Larwood Health Partnership is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.

Tell us about our service by completing the feedback form or use the Friends and Family Test to tell us whether you would recommend us to your friends and family if they required similar treatment..

  • Could you easily get through on the telephone?
  • Did you get an appointment with the practitioner you wanted to see?
  • Were you seen within 20 minutes of your scheduled appointment time?
  • Were our staff helpful and courteous?

Practice Complaints and Procedure

If you have a complaint about the service you have received from any member of staff working in this practice, please let us know. The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.

Note: If you make a complaint it is practice policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support.

How to make a complaint

In the first instance please discuss your complaint with the Team Leader on site, who will try to resolve the issue and offer you further advice on the complaint’s procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please contact our HR and Complaints Manager, Mrs Sharron Wood, based at Larwood Surgery.

It would be better at this stage if your complaint could be in writing, but we will take your complaint in any format suitable to yourself. Your complaint should be made Please complain as soon as possible after the date of the event.  that you are complaining about. Complaints can only be accepted if within 12 months of the event.

The Practice will acknowledge your complaint within three working days and formulate a plan with you of how your complaint will be addressed. Where possible we aim to respond to your complaint within 10 working days. In some cases, more time may be required, if so, we will keep you informed.

When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint.
  • Offer you the opportunity to discuss the problem with those concerned, if you would like this.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what the practice can do to make sure the problem does not happen again.

Complaining on Behalf of Someone Else

Please note that Larwood Health Partnership keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so. A note signed by the person concerned will be required, unless they are incapable of providing this due to illness or disability.

Complaining to Other Authorities

The Practice Management Team hope that if you have a problem you will use the Practice Complaints Procedure.

However, if you feel you cannot raise your complaint with us, you can contact any of the following bodies: 

Patient Advisory Liaison Service (PALS)

PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.

Telephone: 0800 587 30890800 015 3367

Website: www.bassetlaw-health.co.uk

Email: bassetlaw.pals@bassetlaw-health.co.uk

Independent Complaints and Advocacy Service (ICAS)

ICAS is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local ICAS service is detailed below:

East Midlands Area: 0845 650 0088

Website: www.pohwer.net

Ombudsman

If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

Complaints Helpine: 0345 015 4033

Textphone (Minicom): 0300 061 4298

Website: www.ombudsman.org.uk

Address: Millbank Tower, Millbank, London SW1P 4QP

Contacting the Care Quality Commission

If you have a genuine concern about a staff member or regulated activity carried on by this Practice then please contact the Care Quality Commission directly;

Telephone: 03000 616161

Website: http://www.cqc.org.uk