Complaints Procedure

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 Communications and Complaints Manager, or any of the doctors. They can be made verbally or in writing. If you wish to send your complaint electronically, please click on 'Appointments Medical Issues Admin Queries' then click on 'CLICK HERE for GP Appointments (Medical Issues/Admin Queries', Click on 'Admin Query', please fill out the form and submit, this will be received by a member of the team.

You may prefer to ask for an appointment with the Communications and Complaints Manager who will explain the complaints procedure to you and ensure that your concerns are dealt with appropriately.

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.

Complain directly to NHS Somerset Integrated Care Board (ICB)

NHS Somerset ICB

FREEPOST RRKL-XKSC-ACSG
Complaints
NHS Somerset
Yeovil
BA22 8HR

By post to above address.

By email to: somicb.complaints@nhs.net

By telephone: 08000 851067

Independent Health Complaints Advocacy support

Within Somerset, SWAN Advocacy provides support for people in making a complaint and can provide advice about the NHS complaints process. SWAN can help draft or write a complaint letter, attend meetings with the complainant and provide an interpreter if required. SWAN has a number of advocates that provide a free, independent and confidential service.

SWAN can be contacted:

Telephone: 03333 447928 (Monday to Friday, during office hours)

E-mail: reception@swanadvocacy.org.uk

Web: https://swanadvocacy.org.uk/services-near-you/somerset/

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:-

Parliamentary and Health Service Ombudsman
Milbank Tower
Millbank
London
SW1P 4QP
Helpline 0345 015 4033