Emergency Measures - COVID-19
The current COVID-19 pandemic poses one of the greatest challenges that the NHS has faced in recent times and to ensure that we are able to focus more of our time and remaining resources on the delivery of care to those who need it most, we have had to streamline our routine administration services.
As part of this streamlining of administration tasks, the Practice has changed its complaints procedure.
- No verbal complaints will be taken at this time unless the complainant is unable to put their complaint in writing
- In line with social distancing guidance, the Practice Manager will no longer be available to meet with patients face to face
- Complaints can be made in writing to firstname.lastname@example.org or by post to the practice address
- We will endeavour to acknowledge your complaint within three working days but may be unable to do this dependent on staffing levels
We will now review complaints at a weekly meeting to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to our operation can be immediately implemented:
- Immediate risks to patients or staff
- Actual harm to patient or “near miss” incident of high severity.
- Urgent safeguarding concerns
- Criminal actions
Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain. We appreciate your understanding whilst our Practice is dealing with unprecedented demand.
Complaining to NHS England and the Ombudsman
If you have a problem we hope you will continue to use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach NHS England if you feel you cannot raise your complaint with us. NHS England can be contacted direct on 0300 311 22 33.