Suggestions and Complaints

Suggestions and Feedback

We welcome feedback from our patients. Where we receive positive feedback, we will always ensure that this is passed to the appropriate person/team. You may also have feedback about how we can improve our service or do things different, and we welcome ideas and suggestions. If you wish, you can pass any feedback or ideas via the Friends and Family Test or via our Patient Participation Group.

Complaints

Every patient has the right to make a complaint about the treatment or care they have received at Woodcote Medical. We understand that we may not alwawys get everything right and, by telling us about the problem you have enountered, we will be able to improve our services and patient experience.

Most complaints  can be resolved quickly and easily, often at the time they arise, with the person concerned and this may be the approach that you try first.

How to complain

Complaints can be made verbally, in writing or via our website/email. A complaints form is available from Reception.

By telephone – please call the practice on 020 8763 5620 and ask to speak to the Practice Manager. If the Practice Manager is not available, our staff can take your details and arrange for the appropriate person to contact you to resolve and address your concerns.

In writing to – The  Practice Manager, Woodcote Medical, 32 Foxley Lane, Purley, CR8 3EE

By Email - please send us an email, marked for the attention of the Practice Manager to swlccg.wmwebsite@nhs.net

Please give us as much information as possible about the nature of your complaint, including what, where and when it happened and wherever possible, the name and job title of any staff member involved in the complaint.

Our Practice Manager will make sure that your complaint is acknowledged and investigated fully.

Timeframes for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complaint. The Complaints Team will respond/acknowledge all complaints within three working 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

Woodcote Medical will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Woodcote Medical will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient's healthcare records.

Third party complaints

Woodcote Medical allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third party patient complaint form is available from Reception.

Final response

We will liaise with ou abou the progress of any complaint. Woodcote Medical will issue a final formal respnose to all complainants which will provide full details and the outcome of the the complaint. Our reply to you will show you how we have listened to and investigated your concerns. This might mean giving an apology, explaining what changes and improvements we will make or detailing any further action proposed.

Can I take my complaint further?

If you are not satisfied with our response to your complaint, you can ask for a meeting with us to explain or clarify our response or discuss other possible resolution options.

If your complaint cannot be resolved locally with the Practice Manager, you can contact NHS England at:

NHS England, PO Box 16738, Redditch, B97 9PT

Tel: 0300 311 2233 Email: England.contactus@nhs.net

If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to the Parliamentary Health Service Omundsman (PHSO) at: 

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

Tel: 0345 015 4033 Website: www.ombudsman.org.uk

Further Information

For you need independent advice or support about your complaint, you can contact:

POhWER Tel: 0300 456 2370

Advocacy People Tel: 0330 440 9000

Age UK Tel: 0800 055 6112

The Local Council can also give advice on local advocacy services.

Lead Partner for Complaints: Dr A Butt

Practice Manager: Mrs K Nash

Complaints Administrator: Mrs K Burbedge

Downloadable Complaints Leaflet