Chorleywood Health Centre

01923 287100

Complaints and compliments

We hope that you are satisfied with the care provided. If, however, you feel that this is not the case the following guidelines will assist you.

Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.

Making a complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

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 – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily.

If it is not possible to do that, please let us have details of your complaint:

  • 12 months from the date on which the event which is the subject of the complaint occurred; or
  • 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.

The Practice Manager will be pleased to deal with any complaint. They will explain the procedure to you and make sure that your concerns are dealt with promptly. You can make your complaint:

Complaining on behalf of someone else

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

Who can a formal complaint be made to?

ONLY TO – either the practice -OR – NHS England

Making a formal complaint to the Practice

  • In person – ask to speak to Practice Manager
  • In writing – some complaints may be easier to explain in writing – please give as much information as you can. Please send your complaint to:

The Practice Manager
Chorleywood Health Centre
15 Lower Road
Chorleywood
Hertfordshire
WD3 5EA
Telephone 01923 287100

Making a formal complaint to NHS England

In the event of anyone not wishing to complain to the practice they should be directed to make their complaint to NHSE at:

By telephone: 03003 11 22 33
By email: england.contactus@nhs.net
By post: NHS England, PO Box 16738, Redditch, B97 9PT

In those cases where the complaint is made to NHS England, the practice will comply with all appropriate requests for information and co-operate fully in assisting them to investigate and respond to the complaint.

Please write ‘For the attention of the Complaints Manager’ in the subject line.

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved.

When we look into your complaint, we shall aim to:

  1. Find out what happened and what went wrong
  2. make it possible for you to discuss the problem with those concerned, if you would like this
  3. make sure you receive an apology, where appropriate
  4. identify what we can do to make sure the problem doesn’t happen again.

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

If you are not satisfied with our response to your complaint you may refer the complaint to the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP or visit the ‘Making a complaint page’  to complain online or download a paper form.

Alternatively you may call the PHSO Customer Helpline on 0345 015 4033 from 8:30am to 5:30pm, Monday to Friday or send a text to their ‘call back’ service: 07624 813 005

 

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