Informal Verbal Complaints
We would hope that in most instances, problems can be resolved locally by
speaking to someone close to the cause of your complaint. You should initially
speak to the person in charge at Ward or Department. If after this you are
still not satisfied you can instigate a formal complaint by putting your
concerns in writing to the Complaints/Claims Manager or verbally to the
Complaints and Advice Team.
Formal Written/Verbal Complaints
The Complaints and Advice Team will try to resolve your complaint as
soon as possible. Sometimes this may mean contacting other members of
staff and obtaining medical records, but care will be taken to ensure
that your complaint is dealt with confidentially.
Written complaints will normally be acknowledged within three working
days of receipt. You should receive a full written response to your complaint
from the Chief Operating Officer within twenty working days but if this
is not possible, I will advise you of the reason for any delay.
Complaints about Family Health Service Practitioners (GP's, Dentists,
Chemists, Opticians)
Each practice must have its own Complaints Procedure and, wherever possible,
this should be used to try to resolve complaints. However, if your complaint
cannot be resolved with the Practice, or if you do not want to contact
them direct, you can contact the Complaints and Advice Team cannot investigate
the complaint, but can act as an or intermediary, to ensure that your
complaint is investigated and that you receive a response.
For further details, please click on Family
Health Services (GP's, Dentists, Chemists, Opticians)
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Telephone 01382 660111 or email contacts