Complaints Procedure
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE – ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager, who will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible. We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again
Patient Experience Team: [Provides advice and support in relation to Enquiries, Concerns and Complaints about NHS services.]
NHS Cambridgeshire and Peterborough ICB Gemini House Cambridgeshire Business Park 1 Bartholomew’s Walk Ely CB7 4EA email: cpicb.pet@nhs.net Freephone: 0800 2792535
Voiceability Cambridgeshire Independent Health Complaints Advocacy [Provides free advocacy support for those who wish to make a complaint against the NHS.]
The Old Granary, Westwick, Oakington, Cambridge, CB24 3AR, 0300 303 1660 helpline@voiceability.org https://www.voiceability.org/support-andhelp/services-by-location/cambridgeshire
Healthwatch (Local) [Independent consumer champion for health and social care in England. Ensures that voices of patients and service users reach the ears of the decision makers] Healthwatch Cambridgeshire The Maple Centre 6 Oak Drive Huntingdon PE29 7HN Tel: 0330 355 1285 enquiries@healthwatchcambspboro.co.uk
The Parliamentary & Health Service Ombudsman (PHSO)
[individuals who have been treated unfairly or have received poor service from the NHS in England.]
Millbank Tower, 21 Millbank, Westminster London, SW1P 4QP Tel: 0345 015 4033 phso.enquiries@ombudsman.org.uk