114 Arbury Road, Cambridge, CB4 2JG
Telephone: 01223 364433
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Comments, complaints and suggestions
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.
If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria as laid down by the NHS.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly 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 most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do this, please let us have details of your complaint:
Complaining on behalf of someone else
Please note that we keep strictly to the rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have his or her permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this.
What you should do
The Practice Manager, Amanda Hazeldine, will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly. It will be a great help if you are specific as possible about your complaint. You can make your complaint:
Our Commitment to You
We shall acknowledge your complaint within three working days and aim to have looked into your complaint within the time scale agreed with you. The time taken to investigate your complaint will depend on its complexity and the number of people involved. We shall then be in a position to offer you an explanation, or a meeting if that is more appropriate. When we look into your complaint, we aim to:
Our Principles are
We hope that, if you have a problem, you will use our practice complaints procedure to ensure it is resolved. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.
This however does not affect your right to approach the local Cambridge & Peterborough Clinical Commissioning Group if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
If you have tried to resolve your complaint at local level and this has failed, you can also register an official complaint with NHS England via the complaints manager at:
NHS England, Customer Contact Centre, PO Box 16738, Redditch, B97 9PT
Telephone: 0300 311 22 33
Issues With Other NHS Organisations
For support and help regarding issues with other NHS organisations, The Patient Advice and Liaison Service (PALS) provides
The Independent Complaints Advocacy Service
r information and help in making a complaint you can contact POhWER who are the Independent Complaints Advocacy Service (ICAS), postal address: NHS Complaints Advocacy, PO Box 14043, Birmingham B6 0BL. Telephone: 0300 456 2370,
Fax: 0300 456 2365, Minicom: 0300 456 2364, E-mail: email@example.com .
The Parliamentary and Health Service Ombudsman
If your complaint is not resolved by the Practice it can be referred to The Parliamentary and Health Service Ombudsman. All records will have to be provided to the Ombudsman to assist with the resolution of your complaint. www.ombudsman.org.uk, Tel: 0345 015 4033 or The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.