Morthen Road Group Practice

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Home Complaints Procedure

MORTHEN ROAD GROUP PRACTICE

 

This guide is to help you make a complaint about services provided by our surgeries at Wickersley, Ravenfield, or Braithwell, and what you can expect to happen as part of the complaints process.

 

Making a complaint – the first steps

 Why is it important to complain?

 If you are not happy with the care or treatment you have received in our Practice, or any part of our service to you as a patient, it is important that you tell us why, so that we can seek to improve and / or change the way we work. You will not be treated any differently simply because you have made a complaint.

 

Can someone complain for me, or can I complain for someone else?

 

Normally it is always best if you make your complaint yourself. However, if you feel anxious about doing this, or if the condition of your health is such that you are medically incapable of doing so, you can always ask a relative or friend to complain on your behalf.

We adhere strictly to the rules of patient confidentiality; therefore if someone is complaining on your behalf we will need you to complete a consent form first in order to allow a third party to do so. Consent is not needed in situations where the person is not able to consent e.g. if the person is very young, if the patient has died, or is too ill. A consent form is included with this pack, (see page 6).

 

What do I want to achieve?

 

Before making a complaint, it is important to think about what you want to achieve by complaining, as the complaints procedure can only deal with certain matters. 

Under the complaints procedure, the Morthen Road Group Practice will:

  • Offer an apology where appropriate, or some other statement of regret;
  • Carry out an investigation and offer an explanation for what has happened;
  • Take steps to put matters right and give reassurance that we have done so.
  • Co-ordinate a response in cases of complaints involving services carried out by health service staff who are not employees of the Practice, e.g. Midwives, District Nurses, Health Visitors, Mental Health workers.

 

However, we are UNABLE TO:

  • Offer you (or help you to claim) financial compensation.
  • ‘Strike off’ a doctor or other health professional, or suspend their registration.
  • Deal with complaints concerning private medical treatment.
  • Deal with complaints regarding treatment you have received elsewhere, e.g. in hospital.
  • Deal with issues relating to the out-of-hours service, Walk-In Centre or NHS 111.

 

Is there a time limit for making a complaint?

 Generally speaking, you should normally complain within 12 months of the incident you are concerned about, or of becoming aware of the matter complained about. However, it is always best to make your complaint as soon as possible, as the memory of all involved will be fresher and it will be easier to investigate and establish the facts.

 

Making a complaint – how do I start?

 The practice prefers that all formal complaints should be submitted IN WRITING. The reason for this is that you, (or the person complaining on your behalf), can set out details of the issues you are unhappy about in a clear and concise manner, without any of the emotional elements that can be present in a face- to- face encounter.

By doing so, we can be sure that we have got accurate details of your concerns, expressed in your own (or your representative’s) words, which may not be achieved by other methods.

We are also required to provide an analysis of complaints received to NHS Rotherham as part of our contract with them, hence the need for us to have written evidence. Please be reassured that patients are not identified by name in this process.

 However, if you wish to complain verbally, you should ask for a meeting with our Practice Manager (who is our Complaints Manager), or you can complain by telephone. In both cases, our Complaints Manager will take notes of what was said and the issues you have raised.

 

What does the practice do if it receives a complaint?

 Upon receipt of a written complaint, our Practice Manager will:

²  Acknowledge receipt of your complaint in writing - normally within three working days of us receiving it. This letter will inform you how soon you should expect a full response or explanation from the practice.

²  Where appropriate, carry out an investigation of the issue(s) that you have complained about. Upon conclusion of the investigation, the Practice Manager will write to you again, informing you of the findings of the investigation. The timescale for doing this will vary according to the complexity of the complaint. However, you will be advised of an estimated timescale for receiving a response from the Practice and you will also be kept informed if this cannot be met for any reason.

²  Make every effort to resolve the matter to your satisfaction.

 In most situations it will not be necessary to telephone you; however in more complex cases it may become necessary for our Practice Manager to talk to you about your concerns or to clarify any points of uncertainty. You may be offered the opportunity to make an appointment for a face to face meeting if it is considered that this will be helpful in resolving your complaint more effectively.

 

 

What should I include in a letter of complaint?

 

You do not need to write a long and very detailed letter, but you should include all the points you want to complaint about. You should tell us:

  • Who or what you are complaining about. Try to make clear the most important points. If you are complaining about a member of staff, please give their name and their position if you know it;
  • Where and when the events you are complaining about happened;
  • What you have already done about your complaint, if anything;
  • What outcome you would like to receive from your complaint.

 

If for any reason you do not wish to complain directly to the Practice you may contact any of the following:

 

  1. 1.Healthwatch

Rotherham Borough Council

Healthwatch is the local consumer champion for health and social care services in Rotherham and provides a local independent complaints advocacy service run by Rotherham Borough Council. It aims to provide advice and support for patients, their families and carers who wish to make a complaint about Rotherham’s NHS services.

 

Telephone number - (via the main switchboard) on 01709 382121

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 The service, which can be contacted by telephone, letter or e-mail, aims to provide:

  • A general health information service, including information on access to emergency dental appointments.
  • Information on health organisations and support groups.
  • Confidential advice and support in raising concerns or sharing comments.
  • An appointment service for people who would like face to face help.

 

  1. 2.NHS England Complaints

NHS England

PO Box 16738

Redditch

B97 9PT 

Telephone number   0300 311 2233

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The service is available Monday to Friday, 8am to 6pm (excluding bank holidays)

 

  1. 3.Independent Complaints Advocacy Service (ICAS)

(Yorkshire and Humberside, covering Hull, Rotherham & York)

        Unit B1,

The Patrick Tobin Business Park

Bolton Road

Manvers

Dearne Valley

Rotherham

S63 7JY

 

Telephone number: 0845 120 3734

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ICAS is a totally independent body which can be accessed directly by patients.

ICAS CAN:

  • Generally provide you with help and support with making your complaint
  • Provide a self-help pack so that you can deal with your own complaint
  • Put you in touch with other people who can help you
  • Involve an interpreter or a translator if you need one
  • Meet you in a place where you feel comfortable if you are not able to visit their office or speak on the phone.

 

4.      The Police

If your complaint concerns something which you think might be a criminal matter, such as alleged fraud, sexual abuse, drug offences, or murder, then you may wish to consider raising the matter with the police. 

 

What can you do if your complaint still can’t be resolved?

If, after the Practice (or other agency) has done all it can to try and resolve your complaint, you are still not satisfied, you can ask the Health Service Ombudsman to review the matter.

The Health Service Ombudsman can be contacted in the following ways:

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

 

The Ombudsman investigates complaints about services provided within the NHS. Before the Ombudsman will look into your complaint, he will usually expect you to have made every effort to have resolved your complaint through the Practice complaints procedure; unless he judges that in your particular circumstances it would be unreasonable for you to do so. The Ombudsman is independent of the NHS and the Government and there is no charge for his service.

 

And finally - what if I want to compliment or praise the Practice?

 Although it is important to tell us when you are unhappy with the service you have received, it is also important to let staff know when you are pleased with your care and treatment, so that we can develop good practice and improve the quality of care. Writing a letter of thanks to members of staff will boost morale and encourage them to do their job well. Similarly, if you are writing a letter of complaint, but there were some aspects of your care of treatment that you were happy with, you may want to say something about this too.

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                               

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

           

 

           

 

Consent form – To be completed by the patient where possible.

 

Full name of patient (Please Print):

 

Address:

 

 

 

 

Postcode:

 

Date of Birth:

 

Your relationship or connection to person making the complaint on your behalf:

 

 

YOUR DECLARATION

 

 

I hereby authorise: _________________________________

                             ( Please print the name of the person making the complaint)

 

 

Address of person: (if different from the above)

 

 

 

Postcode:

 

to act on my behalf and to receive such information as may be considered relevant to my complaint.

 

I understand that any information given about myself is limited to that which is relevant to the investigation of the complaint, and only disclosed to those people who I have consented to acting on my behalf.

 

 

Signature of patient:

 

 

Date:

 

Newsflash

REPEAT PRESCRIPTIONS

Ravenfield

From Monday 25th June 2018, our Ravenfield Surgery will have a dedicated telephone number, to enable patients to order their repeat prescriptions.

This number is 01709 546802, and will be open between 9am and 11am, Monday to Friday.

Wickersley

Wickersley surgery already has a dedicated telephone number to order repeat prescriptions, 01709 549882.  From 25th June, the times that this line is open will be changing to 9am until 11am, Monday to Friday. 

Braithwell

If you are a Braithwell patient and wish to order your repeat prescription, please telephone the surgery during normal working hours, on 01709 819716

When you call, please be ready to quote your EMIS number or date of birth, together with the list of medications required. Alternatively, if you are unable to request your prescription using this facility, you can order on-line, by post, or by dropping your request slip into our dedicated prescription box within the surgeries.

Please note that we require 48 hours notice during working days for all prescription requests.

Thank you.

 


 

GDPR website update

Due to the changes in regulations on personal data handling under the new EU GDPR regulations, the facility to log in to this website and set up a user account has been suspended until further notice. In its current form, the ability to log into the website does not really add any facilities that cannot be accessed without logging in, and if you wish to contribute your feedback to the practice interactively online, you would be better served by registering for our virtual patient participation group at : http://www.myppg.co.uk/register

Any currently stored user account details and email addresses have been securely deleted from this web server. Apologies if this has caused any inconvenience.

 

STAFF TRAINING

We are dedicated to providing the best possible level of care for all of our patients.  To help us to achieve this, our doctors, nurses and other staff regularly undertake training in order to update their knowledge and skills, so that we may continue to improve the service we deliver to you, our patients.

Please therefore be aware that our surgeries will be closed from 12pm on Thursday 11th April 2019 for staff training purposes.We will re-open again as normal the following day.

If you need to contact a doctor during this time and you feel it cannot wait until the surgery re-opens, please telephone NHS 111 who will be able to help, or if you have a life threatening emergency, please telephone 999

For the treatment of minor illnesses and injuries, the nearest NHS Walk-in Centre is situated within the new emergency department at Rotherham General Hospital, Moorgate Road.

Thank you for your consideration.