Noticeboard

COVID VACCINATIONS:-  If it has been 8 weeks or more since your 1st dose please contact us NOW to book your 2nd dose.   1st doses are now being booked for OVER 18 year olds, please contact us to book your appointment.


FLU VACCINATIONS:     Flu vaccinations will be starting for 2021/22 season from September 2021.  We will notify you when we start booking.


Overdue for an Asthma, COPD or Diabetic annual check?  Please call reception to book your telephone appointment 

Complaints Procedure

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. 

Please send your written complaint to the following:

Post: Practice Manager, Mount Chambers Surgery, 92 Coggeshall Road, Braintree, Essex CM7 9BY.

Email: complaints.mountchambers@nhs.net

 

What we do next

NHS Complaints Guidance - please click on this link to read more information on the NHS Complaints Procedure

We will acknowledge receipt within 3 working days.  We will then look into the matter and once the complaint has been investigated, you will 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.  We must respond to you within six months of the date of your complaint.

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 provided.

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
Millbank Tower
Millbank
London
SW1P 4QP

Tel:    0345 0154033

Website: www.ombudsman.org.uk

 

 

 



 
Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website