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Complaints

We welcome any comments and suggestions you may have.

We offer a practice Complaints Procedure that complies with the Local Authority Social Services & National Health Service Complaints Regulations 2009, that came into force on 1 April 2009. Details of this are as below:

If you wish to complain orally you should ask to speak to Mr Tom Baker on 01757 244901.

If you wish to complain in writing please address your concerns to: Mr T. Baker, Beech Tree Surgery, 68 Doncaster Road, Selby, YO8 9AJ

If you feel you need assistance with your complaint you can contact the Independent Complaints Advocacy Service (ICAS) on 0300 456 8349



Who can Complain?

A patient or any person who is or may be affected by the action, omission or decision of the practice.

If the complainant cannot be made by the individual because the person has died, is a child or is unable  by reason of physical or mental incapacity a representative may make the complaint. If the practice manager believes the representative to be unsuitable he must notify that person on writing giving the reasons for the decision.


The Complaint
The complaint can be made to any member of staff and can be made in writing, orally or electronically. The Complaints manager will make a written record of all complaints and the date they were received.



Time Limits

The complaint must be made within 12 months of the incident/from the time that the matter came to the notice of the complainant.



Acknowledgement & record of the complaint

Wherever possible oral complaints will be dealt with the same day. Written complaints will be acknowledged by the Complaints manager within 3 working days. The acknowledgement will include an offer to meet the complainant at a mutually convenient time to discuss how the complaint will be handled and within what timescales. 

Wherever possible it will be agreed with the complainant a plan detailing:

* What support is available for the  complainant
* The issues that require addressing
* The planned outcomes
* How the matter will be investigatedTimescales for the investigation
* How the response will be provided 
* How the practice will provide follow up on any action taken as a result of the complaint
* A copy of the complaint will be sent to every person identified in the complaint.



Investigation

The Complaints manager will investigate the complaint to the extent necessary to resolve it speedily and efficiently. 

Response
The Complaints manager will respond to the complainant in writing as soon as is reasonably practical after investigating the complaint. This response will include:

* A summary of the complaint
* Details of policies or guidelines followed
* A description of the investigation process
* A conclusion
* Information regarding any changes brought about as a result of the complaint
* A copy of the formal reply will be sent to every person identified in the original complaint.    


If you remain dissatisfied with the response to your complaint you have the right to contact
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Fax: 0300 061 4000. 
Email: phso.enquiries@ombudsman.org.uk

 



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