Comments, Complaints & Suggestions

We believe we offer our patients a good friendly personal service. However, no matter how hardanyone tries, we must accept that from time to time problems will arise.

If you have a concern about the service that you have received from either the doctors or the staff working at this practice please do say so, ideally to the person involved at the time or as soon as possible after the situation, which has given cause for concern.  Alternatively you can contact Mrs Karen Auty - Practice Manager, who will ensure that it is investigated thoroughly and as speedily as possible.

Sometimes this will be our fault due to human error or pressure of work at a particular time and sometimes are due to tensions arising because of the fear and anxiety associated with illness.

We operate an informal, in-house complaints system, which meets the national criteria. The Rydings Hall Surgery Complaints Procedure is available on request or to download click link below.  Our Practice procedure is not able to deal with questions of legal liability or compensation.  We hope that you will use it to allow us to look into and if necessary put right any problems you have identified or mistakes that have been made.

If you use this procedure, it will not affect your right to complain to NHS England if you so wish.  Please note that you have to respect our duty of confidentiality to patients.  A    patient’s consent will be necessary if you are complaining on their behalf.

We welcome any comments or compliments about the services it provides. Forms are vailable in reception or click here to download.  All comments and compliments received are discussed with the practice patient participation group on a quarterly basis.  They discuss and agree the feedback required and this will be displayed in the waiting room and on the website and it will include any action taken.

Please note that the Practice Complaints System does not deal with matters of legal liability or compensation

 

Practice Responses to Comments / Suggestions Received

Comments__suggestions_reply_-_Jan-Mar_2013.doc

Compliments & Complaints Procedure Information Leaflet

 

The Health Service Ombudsman

The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvements

If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Write: Millbank Tower, Millbank, London SW1P 4QP.

 

Quality Care Commission

They inspect GP practices and other primary medical services in England to check that they are meeting the national standards of quality and safety.

Have a look at our feedback from CQC