Complaints Policy

NDU Surgery and its GP nurses and staff, always tries to provide the best possible service, however there may be times when a patient or a patient’s representative feels they have not received the treatment in the way they feel they deserve.  The following information below explains NDU Surgeries complaints procedure.  This procedure is not able to deal with questions of legal liability or compensation.  If this procedure is used it will not affect the patients or the patient’s representative’s right to complain to NHS England or any other appropriate body.

 Local Resolution

The NHS Complaints procedure includes complaints made by a person about any matter connected with the provision of NHS Services by this practice.  Local resolution at practice level aims to resolve complaints quickly as close to the source of the complaint as possible.

Any patient or person affected or likely to be affected by the actions or decisions of the practice can make a complaint.  A complaint can also be made by someone acting on behalf of the patient or person but only with his or her written consent.  (In circumstances where the patient is unable to complain due to a medical condition, a doctor will determine the extent to which it is appropriate for written consent to be absent.)

A complaint should be made in writing to the practice manager in the first instance. Please write to:

Mrs Zareena Rehman Practice Manager /GP Dr C Udenze

NDU (‘LIFE) SURGERY

ST ANNS VALLEY CENTRE

2 LIVINGSTONE ROAD

ST ANNS

NOTTINGHAM

NG3 3GG

• The practice manager will investigate the complaint, which will include discussion with all persons involved.  A written report on the investigation will be sent to the complainant or the complainant’s representative within 2 weeks.  In addition the complainant will be given the opportunity to discuss the report findings at a meeting.

• Issues raised by patients will be routinely discussed at practice Meetings.

• Complaint records will be kept in a separate file and not in the patient’s notes.

• An analysis of complaints, (anonymised), is submitted quarterly to the Nottingham City Clinical Commissioning Group.

• An Annual Review of patient complaints will be done to identify learning points and introduce any changes, if appropriate.  Discussion will take place at all appropriate staff levels in the practice.

This procedure does not apply to staff working at the health centre who are employed by City Care (Midwives, Health Visitors, District nurses).

Resolution at other levels

If the patient or the patient’s representative is not satisfied with the local attempt at resolution they can contact the NHS England customer contact centre: 

NHS England

Customer Contact Centre

PO BOX 16738

REDDITCH

B97 9PT

Phone: 0300 311 22 33

Email: [email protected]

Advocacy support for people making complaints can be provided by POhWER.

Telephone: 0300 020 0093

[email protected]

Ombudsman.  If the patient or the patient’s representative is unhappy with the response from NHS England, a request can be made to the Parliamentary and Health Service Ombudsman for an “Independent Review” of the case. The ombudsman can be contacted at: –

Millbank Tower

Millbank

London

SW1P 4QP

Telephone: 0345 015 4033

Email: [email protected]

Website: http://www.ombudsman.org.uk/make-a-complaint/how-to-complain

Information about you and the care you receive is shared, in a secure system, by healthcare staff to support your treatment and care.

It is important that we, the NHS, can use this information to plan and improve services for all patients. We would like to link information from all the different places where you receive care, such as your GP, hospital and community service, to help us provide a full picture. This will allow us to compare the care you received in one area against the care you received in another, so we can see what has worked best.

Information such as your postcode and NHS number, but not your name, will be used to link your records in a secure system, so your identity is protected. Information which does not reveal your identity can then be used by others, such as researchers and those planning health services, to make sure we provide the best care possible for everyone.

You have a choice. If you are happy for your information to be used in this way you do not have to do anything. If you have any concerns or wish to prevent this from happening, please speak to practice staff or download a copy of the leaflet “How information about you helps us to provide better care” below.

We need to make sure that you know this is happening and the choices you have

caredatapatientinformationleaflet

caredatapatientinformationleaflet

You can find out more on the NHS England Care Data website