The Ilchester Surgery, 17 Church Street, Ilchester, BA22 8LN
Tel: 01935 840207
Also see separate Complaints Form available at Reception
Making a Complaint
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident, or
- Within 12 months of you becoming aware of the matter causing the complaint, giving as much detail as you can.
You can complain about your own care but you are unable to complain about someone else’s treatment without their written authority. See separate section.
We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects.
Please send your written complaint to: The Practice Manager: Julie Salter, Ilchester Surgery and Buttercross Health Centre.
What we do next
We look to settle complaints as soon as possible.
We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.
When the investigations are complete your complaint will be determined and a final response sent to you.
Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.
The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.
Complaints can be made on behalf of a child. However the grounds for the complaint must be reasonable and in the best interests of the child.
Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.
Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.
We may still need to correspond directly with the patient, or we may be able to deal direct with the third party. This depends on the wording of the authority provided.
If you are Dissatisfied with the Outcome
You have the right to approach Health Service Ombudsman. The contact details are:
The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP
Tel: 0345 0154033 Website: www.ombudsman.org.uk
You may also approach:
PALS for help or advice with our Urgent Care Walk In Services
The Patient Advice and Liaison Service (PALS) is based at Somerset CCG. It provides confidential advice and support, about the different services available from the NHS.
Somerset Clinical Commissioning Group Freepost RRKL-XKSC-ACSG Yeovil Somerset BA22 8HR
Tel: 08000 851067
The Independent Health Advocacy service
Hi-point, Thomas Street,
Taunton, TA2 6HB
Tel: 03333 44 7928
Or to make a complaint regarding the normal GP services provided by (insert practice name) please contact:
Telephone: 0300 311 22 33
Post: NHS England, PO Box 16738, Redditch, B97 9PT
Website: www.england.nhs.uk/contact-us (this link will open in a new window - popups must be allowed)
Complaints to be sent to
The Practice Manager