Suggestions, Compliments and Complaints
Suggestions and Compliments
Beckington Family Practice operates an in-house suggestions and compliments procedure. If you are happy with the service you have received or wish to put forward a suggestion, then please contact the Practice Manager who will be happy to discuss these with you. We aim to provide the best possible service for all of our patients and any compliments received from patients are shared with the individual and the whole team.
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible because this will enable us to establish what happened more easily. If it is not possible to do that, you need to let us have details of your complaint within 12 months from the date the matter occurred or from when it came to your attention.
Complaints should be addressed to the Practice Manager, or any of the doctors. They can be made verbally or in writing. You may prefer to ask for an appointment with the Practice Manager who will explain the complaints procedure to you and ensure that your concerns are dealt with appropriately. Alternatively, you can choose to address your complaint to NHS England who may pass the complaint on to the surgery for a response if they feel this is appropriate and they have your consent to do so.
What we shall do
We will acknowledge your complaint within three working days and commence a thorough investigation into what happened.
We aim to offer you a response as soon as is reasonably possible, although complex issues, especially when there are several people involved, may take longer. We will keep you informed if there are delays.
Once we have looked into your complaint we shall
• Provide a full written response including an honest explanation of what happened and why
• Make it possible for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, wherever it is appropriate
• Identify what we can do to make sure the problem does not happen again
Complaining on behalf of someone else
If you are complaining on behalf of someone else, we have to know that you have the authority to do so. Patients over 16 years of age with normal mental capacity should normally make the complaint themselves. Those who cannot make decisions for themselves may be represented by a partner, relative, or someone appointed with lasting power of attorney.
What to do if you are dissatisfied with our response to your complaint
We will do all we can to ensure that your complaint is dealt with to your satisfaction at the practice. Should you remain dissatisfied with our response to your complaint you can contact the following organisations:-
The Patient Advice and Liaison Service (PALS) may be able to help you to resolve the matter promptly, or point you in the right direction.
Patient Advice and Liaison Service & NHS Somerset Complaints Team
Tel: 0800 085 1067
NHS England welcomes concerns, compliments and complaints.
PO Box 16738
By post to above address.
By email to: firstname.lastname@example.org
By telephone: 0300 311 22 33
Opening hours are: 8am to 6pm Monday to Friday, except Wednesdays at the later opening time of 9.30am and closed on bank holidays.
Parliamentary and Health Service Ombudsman
Helpline 0345 015 4033
(Mon-Fri 8.30 – 5.00 p.m.)