Comments & Complaints

 

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While we try to provide a good, friendly and efficient service we realise that occasionally things do not always go as smoothly as we would like.

We are also interested to know of any thoughts and ideas you may have on what you find works well or things that could improve the service we offer.

If you have any complaints, compliments, comments or suggestions on any matter connected to the running of the surgery please contact the Operations Manager by completing the form below, by post or by phone. 

Let the practice know your views

Liphook & Liss Surgery 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.

 

Practice complaints 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 complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact The Operations Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know, in writing, as soon as possible, ideally within a matter of days. Your written complaint will enable the practice to get a clear picture of the circumstances surrounding your problem.

If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:

  • Within 12 months of the incident that caused the problem. OR
  • Within 12 months from when the complaint comes to your notice.

The Practice will acknowledge your complaint within three working days.

The Practice will offer you a meeting to discuss the complaint, to agree with you how the complaint is going to be investigated and a timescale for this to be completed.

When the practice looks into your complaint it aims to:

  • Ascertain the full circumstances of the complaint and make arrangements for you to discuss the problem, if you would like to do this.
  • Make sure you receive an apology, where 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 Liphook & Liss Surgery keeps 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.

 

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Complaining to other authorities

The practice management team hope that if you have a problem you will use the Practice Complaints Procedure in the first instance. However, if you feel you cannot raise your complaint with us, you can contact any of the following 3 bodies:

NHS England

Responsible for commissioning of services at this practice.

NHS England
PO Box 16738
Redditch
B979PT
england.contactus@nhs.net

FAO The Complaints Manager

Tel: 03003112233

Mon-Fri 8am-6pm

Independent Health Complaints Advocacy Service (ICAS)

This is a national service that supports people who want to make a complaint about their NHS Care or treatment.

Visit the website

Ombudsman

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

You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or Textphone (Minicom): 03000614298

Visit the Ombudsman website

 

You can also raise complaints about a GP, dentist, pharmacy, optician, or GP services (but not Out of Hours) with the NHS England: on 0300 311 2233 or by email england.contactus@nhs.net

The Clinical Commissioning Group (CCG) can manage complaints relating to provider organisation, such as Acute hospital, ambulance service or community service, and commissioning decision.

Alternatively you can raise a complaint with the provider of the service directly.  If you do wish the CCG to manage your complaint then please contact the CCG via the following email address SEHCCG.Complaints@nhs.net or FGCCG.Complaints@nhs.net. More details can also be found on the South East Hampshire CCG website or found on the Fareham and Gosport CCG website as to what areas they deal with.

From October 2018 and new independant advocacy service can support people with complaints related to any aspect of healthcare. Visit them online

If you still remain dissatisfied following and investigation you do have the right to take your complaint to the Parliamentary and Health Service Ombudsman and they can be contact by telephone on 0345 015 4033. See their website for more information.

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