How To Make A Complaint

How To Make A Complaint	PEEL GPs
Dr P A Jackson Dr J C Jackson Dr P M Cleary Dr M Palaniappan Dr J A Harbottle Dr S A Chacko Dr R Hubber Sister J Rowlands Sister S Iannaccone Home Prescriptions News Health Resources Practice Patients Charter Surgery Times By Appointment Useful Telephone Numbers Self-Treatment of Common Illnesses Infectious Diseases Information For Patients Out Of Hours Services Non-NHS Fees Job Vacancies Immunisations & Travel Vaccinations New Patient Registration Test Results How To Make A Complaint Privacy		HOW TO MAKE A COMPLAINT If you have a complaint or concern about services you have received from the doctor or staff working in the Practice, please let us know. We operate a Practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. Peel GPs adhere to the Data Protection Act and Caldicott Guidelines regarding patient confidentiality. We are required on an annual basis to submit information on complaints to NHS Bury. We hope that most problems can be dealt with easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible. Ideally within a matter of days or at the most a few weeks as this will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint about events which happened 12 months previous or within 12 months of discovering that you have reason to make a complaint. If you are complaining on behalf of someone else, we would have to know that you have their permission to do so. A letter signed by the person concerned will be required, unless they are incapable of providing this. All complaints should be addressed to Susan Wheatley, Business Practice Manager who is our designated responsible person for complaints. Her responsibility is to ensure that the Practices comply with current NHS complaints regulations. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. Our Aims:  We shall acknowledge receipt of your complaint within 3 working days.  The opportunity to discuss the complaint  Inform you of the manner in which the complaint will be handled within the Practice  Advise how long the period of investigation will take  If there is a delay in obtaining information, a progress report will be provided with an updated completion date.  A date by which you will receive a response from the Practice Our response will explain • how the complaint was considered • conclusion the Practice(s) reached • any remedial actions • confirmation that we are satisfied that remedial action has been implemented • detail of your right to complain to the Ombudsman  If it is a verbal complaint we will provide a copy of our completed complaints form. We hope that, if you have a problem, you will use our Practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. If you feel your complaint has not been handled satisfactorily by the Practice you can take your complaint to the Health Service Ombudsman. Health Service Ombudsman Helpline Opening Hours 8:30 a.m. – 5:30 p.m. Monday - Friday 0345 015 4033 Bury PCT NHS Bury PALS Opening Hours 9:00 a.m. – 5:00 p.m. Monday – Friday 0800 328 3166

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How To Make A Complaint

PEEL GPs