Complaints

If you have a complaint or are concerned about the service you have received from any practice team member, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints.

How to complain

We hope that most problems can be sorted out easily and quickly, ideally at the time they arise 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. This will help us to establish exactly what happened more easily.

Complaints should be addressed to the Practice Manager, or to any of the doctors. Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns. He will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be of great help if you are as specific as possible about your complaint.

What we shall do

We shall acknowledge your complaint within 2 working days and will investigate your concerns within 10 working days. We will then be in a position to offer you an explanation, and/or a meeting with the people involved. We aim to:

    -    find out what happened and what went wrong

    -    make it possible for you to discuss your concern, if you wish to do this

    -    make sure you receive an apology, where this is appropriate

    -    try to make sure that the problem does not occur again

Complaining on behalf of someone else

We keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be required, unless they are incapable ( because of illness ) to do this.

Complaining to the PCT

We hope that if you have a problem, you will use our practice complaints procedure as we believe this gives the best chance of putting right whatever has gone wrong. However, this does not affect your right to approach the Primary Care Trust ( PCT ) or the Patient Liaison Service ( PALS ). Leaflets for both these organisations and how they can help you are available in the surgery waiting area.

Alternatively, useful information about complaining about the NHS can be found on the Department of Health website, please click here

To download the leaflet ' How to make a complaint about the NHS ' please click here

If you are unhappy with the response to your complaint, you can ask the Healthcare Commission for an “Independent Review” of your case. The Healthcare Commission is an independent body established to promote improvements in healthcare. You can contact the Commission at:

Healthcare Commission

FREEPOST NAT 18958, Complaints Investigation Team
Manchester, M1 9XZ     Tel:   0845 601 3012

complaints@healthcarecommission.org.uk
www.healthcarecommission.org.uk

Comments and suggestions

These are always welcome. You may advise us of how we might improve our services, either in writing or by speaking to any of our staff. Alternatively you can contact us be email. Your comments will be noted and discussed at our next team meeting.

USEFUL CONTACT NUMBERS

Newcastle Primary Care Trust, Benfield Road, Newcastle-upon-Tyne, NE6 4PF

(0191) 219 6000

Newcastle PALS, Patient Advice & Liaison Service

Tel 0800 0320202

The Health Service Ombudsman

11th Floor, Millbank Tower, London, SW1P 4QP

Tel (0171) 276 2035

Healthcare Commission

FREEPOST NAT 18958, Complaints Investigation Team, Manchester, M1 9XZ

Tel:   0845 601 3012