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!Letters from NHS England requesting our patients to re-register with another practice!

Some of our patients have received a letter from NHS England (Primary Support England) suggesting their names will be removed from our patient list as their address is outside of our practice boundary (mainly Marchwood patients.) Please be reassured that this request was NOT made by Forestside Medical Practice and that patients are more than welcome to be registered with us at Forestside. We feel this may have been an error on behalf of NHS England which is outside of our control. Please accept our apologies whilst our team are looking into this. Please contact us 02380 844546/871233 if you have received a letter like this so that we can investigate. Your help is greatly appreciated.

Complaints/Advocacy

 

PATIENT COMPLAINT FORM

 

Complaints Process

 

1.      If you have a problem please speak to a member of our reception team as we are here to try and assist you and they are only too happy to help you where possible

2.      If you have further concerns or wish to speak to the Practice Manager please ask a member of staff to contact her or call her via our enquiries line on: 02380 877900 or

3.      Complete the enclosed form (pages 3-4)and send it in to the Practice Manager Mrs Julie Stewart

4.      Third Party complaints need to complete (pages 3-4), sought consent and completed page (5)

 

 

If you have a complaint or concern about the service you have received from our doctors or any of the personnel working in this practice, please let us know.  We operate a practice complaint procedure as part of an NHS complaints system, which meets or exceeds national criteria.

 

HOW TO COMPLAIN

 

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish/ see what happened more easily.  If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Practice Manager (Mrs Julie Stewart).  She will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.

 

COMPLAINING ON BEHALF OF SOMEONE ELSE

 

We keep strictly to the rules of medical confidentiality if you are not the patient, but are complaining on their behalf, you must have their permission to do so.  An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this and a clinician or legal team can confirm this. A Third Party Consent Form is provided below.

 

WHAT WE WILL DO

 

We will acknowledge your complaint within 3 working days (dependent of the practice manager being in-house) and aim to have fully investigated within 21 working days of the date it was received (clinical investigations may take longer).  If we expect it to take longer we will explain the reason for the delay. When we look into your complaint, we will investigate the circumstances; and in some cases make it possible for you to discuss the problem with those concerned; make sure you receive a written apology if this is appropriate, and we will then take steps in-house in the hope that we may try to ensure/prevent this from happening again in the future.

 

 

  TAKING IT FURTHER

 

If our receptionists or Practice Manager are unable to resolve your problem you may wish to take your grievance outside the practice to the Primary Care Trust (PCT) complaints team detailed as follows:

 

Diane Law – Patient Experience & Complaints Manager:-

Omega House

112 Southampton Road

Eastleigh , SO50 5PB

Tel: 0800 456 1633

Email:- WHCCG.YourFeedback@nhs.net

 

Or

 

NHS England

PO Box 16738

Redditch

B97 9PT

Tel: 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)

Email: England.contactus@nhs.net

 

If you remain dissatisfied with the outcome you may refer the matter to:

 

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

 

Tel 0345 0154033

www.ombudsman.org.uk

 

 

Patients who need support/advocacy making a complaint can find help at

 

http://www.healthwatchhampshire.co.uk/

 

Also contactable on: 01962 440 262

 


COMPLAINT FORM

 

Patient Full Name:

 

Date of Birth:

          Address:

 

 

Complaint details: (Include dates, times, and names of practice personnel, if known)

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SIGNED………………………………….Print Name…………………………………..Date……………………….

(Continue overleaf if necessary)

 

Office Use Only

Date Complaint In ………………………………         Clinician Involved…………………………………….

 


PATIENT THIRD-PARTY CONSENT

 

PATIENT'S NAME:             ______________________________________________

TELEPHONE NUMBER:       ______________________________________________

ADDRESS:                       ______________________________________________

                                      ______________________________________________

 

ENQUIRER / COMPLAINANT NAME: _______________________________________

 

TELEPHONE NUMBER:       ______________________________________________

 

ADDRESS:                       ______________________________________________

                                      ______________________________________________

 

 

IF YOU ARE COMPLAINING ON BEHALF OF A PATIENT OR YOUR COMPLAINT OR ENQUIRY INVOLVES THE MEDICAL CARE OF A PATIENT THEN THE CONSENT OF THE PATIENT WILL BE REQUIRED. PLEASE OBTAIN THE PATIENT’S SIGNED CONSENT BELOW.

 

 

 

I fully consent to my Doctor releasing information to, and discussing my care and medical records with the person named above in relation to this complaint only, and I wish this person to complain on my behalf.

 

This authority is for an indefinite period / for a limited period only (delete as appropriate)

 

Where a limited period applies, this authority is valid until…………………….. (Insert date)

 

 

 

Signed: ………………………………………. (Patient only)

 

Date: …………………………………………..

 

 

 

 

 

 



 
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