We welcome any comments and suggestions you may have.
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 6 months of the incident or 6 months since 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 2 working days. The acknowledgement will include an offer to meet the complainant at a mutually convenient time to discuss their concerns and give details about the right to assistance from the Health Service Ombudsman.
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 efficientlyA copy of the complaint will be sent to every person identified in the complaint.
Response
The Complaints Manager will respond to the complainant in writing within 20 working days or as soon as is reasonably practical after receiving the complaint. This response will include:
A summary of the complaint
Details of policies or guidelines followed
A description of the investigation proces
A conclusion
Information regarding any changes brought about as a result of the complaint
A notice informing the patient of their right to refer the complaint to the relevant Ombudsman
A copy of the formal reply will be sent to every person identified in the original complaint.
If you wish to complain orally you should ask to speak to The Complaints Manager, Mr Richard Gregory, telephone 01904 - 724341 or in his absence the Office Manager, Mrs Jan Bray on 01904 - 724342.
If you wish to complain in writing please address your concerns to: Mr R. Gregory, Beech Tree Surgery, 68 Doncaster Road, Selby, YO8 9AJ