We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01525 373111 or 01525 378387
Making a complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice
If you are a registered patient, you can complain about your own care.
Complaints can be sent in writing to:
Bassett Road Surgery
29 Bassett Road
Leighton Buzzard
Bedfordshire
LU7 1AR
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.
What we will do
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
If you need further help in making your complaint, you may like to contact the Independent Health Complaints Advocacy (IHCA), who have satellite offices across the Eastern Region. They can be contacted initially by phone, on: 0330 440 9000 and emailed at info@theadvocacypeople.org.uk.
Alternatively, for help in making a complaint, you can contact POhWer NHS Complaints Advocacy service, who will assist you. They can be contacted via:
POhWER
Local Office:
The Disability Resource Centre
Poynters House
Poynters Road
Dunstable
LU5 4TP
Phone
0300 456 2370
Email
pohwer@pohwer.net
If you are unhappy about something relating to your GP, dentist, optician, pharmacist, health visitor, community nurse or a screening service, and are not comfortable speaking with the practice directly, you may wish to contact Beds Luton & Milton Keynes Integrated Care Board at:
Enquiries & Patient Experience Team, Office of BLMK ICB CEO & Chair, 3rd Floor Arndale House, The Mall, Luton, LU1 2LJ
Email
blmkicb.contactus@nhs.net marked ‘for the attention of the Enquiries & Experience Team’.
Phone
0800 148 8890 (Monday to Friday 8am to 6pm excluding bank Holidays).
Should you remain dissatisfied with the response from the ICB, you still have the right to escalate your complaint to the Ombudsman (see also above). Please note, however, that there is no right of escalation to the NHSE where a patient is dissatisfied with the practice’s response to a complaint; all escalations are to the Ombudsman only. **You may contact the Ombudsman via:
The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Phone
0345 015 4033
Email
phso.enquiries@ombudsman.org.uk
Website
www.ombudsman.org.uk