Suggestions and Complaints

We try and provide the highest level of clinical care at the Old Fire Station but occasionally, despite our best efforts, issues can arise. We would rather be aware of these issues which from our experience commonly arise from communication issues or a lack of understanding from either the Practice or the Patient.

We would encourage you to speak with us if a matter has not been dealt with as you expected. We tend to find that if something is dealt with at an early stage it is usually possible to resolve issues on an informal basis before it becomes a serious problem and it can provide a valuable learning aid for us too.

You may be able to obtain advice from Patient Advice and Liaison Services (PALS) but you should try make your complaint as soon as possible; the time limit for a complaint is 12 months from the date the event happened or from the date you first became aware of it.

It is often helpful to include the following information in any complaints:

• Who or what are you complaining about;
• When and where the incident occurred;
• What you would like to happen as a result of your complaint; this could be an apology, an explanation, a solution or a change to services.

If you wish to make a complaint on behalf of someone you should contact the GP or practice manager, either by telephone or in writing. To make a complaint on behalf of another adult who has capacity to act for themselves you will need their written permission.

The NHS complaints procedure sets out a two tier complaints process; the first being to raise concerns by way of a complaint with either the Practice or NHS England or the second stage would apply in cases of dissatisfaction with the response whereby the complaint can refer to the Parliamentary and Health service Ombudsman.

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel. Helpline on 0345 015 4033