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, 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 discovering an issue. Please give as much detail as you can.
If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.
Please send your written complaint to the following:
Post: Practice Manager, Mount Chambers Surgery, 92 Coggeshall Road, Braintree, Essex CM7 9BY.
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. If there is a delay in responding to your complaint (e.g. if the person (s) concerned is on annual leave or the matter needs to be discussed further at a clinical meeting) you will be kept informed of the progress of your complaint. Once the complaint has been investigated, 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.
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.
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 direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority
If you are Dissatisfied with the Outcome
You have the right to approach the
Ombudsman. The contact details are:
The Parliamentary and Health Service Ombudsman
Tel: 0345 0154033
You may also approach PALS for help or advice;
The Patient Advice and Liaison Service (PALS) is based at NHS Mid Essex CCG. They provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS
The Patient Advice and Liaison Service can be contacted on 01245 459459
Or via email: firstname.lastname@example.org
Further details of these organisations can be found online or ask at Reception.