We hope that your experience as a patient of Dr Mathews is a positive one, however if you have a complaint or concern about the service you have received from the Doctors or any of the staff working in the practice, please inform us. Patients can choose who they would prefer to handle their complaint, either the Practice or the North East Lincolnshire Care Trust Plus
How To Complain
We would like to be given the opportunity to sort out any problem as easily and quickly as possible, and usually at the time it arises and with the person concerned. If this is not possible and you wish to make a complaint, please inform us as soon as possible, ideally within a few days to enable us to establish what has happened more easily. If this is not possible please let us have the details within 12 months of the incident that caused the problem.
If You Wish The Practice To Handle The Complaint
Please write or email (firstname.lastname@example.org) to Chelcie Arnold (manager).
Alternatively you may wish for an appointment with the practice manager in order to discuss your concerns. She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are specific as possible about your complaint.
If You Wish The Care Trust Plus To Handle The Complaint
Write or email (AskUs@nelctp.nhs.uk) to Patient Advice and Liaison Service, North East Lincolnshire Primary Care Trust, 1 Prince Albert Gardens, Grimsby, DN31 2LP or telephone 01472 625222.
What Will We Do?
We will acknowledge receipt of your complaint within three working days and aim to have investigated your complaint within ten working days. We shall then be in a position to offer you an explanation, or a meeting with the people involved. On investigation we shall aim to:
Establish what happened and what went wrong;
Make it possible for you to discuss the problem with those concerned;
Make sure you receive an apology, where this is appropriate;
Identify what we can do to avoid the problem recurring.
Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to have their permission to do so. Written consent from the patient will be required (unless there is incapacity due to illness).
Complaints Made By Or On Behalf Of A Child
A Complaint may be made on behalf of a child where:
There are reasonable grounds for a third party to make the complaint rather than the child;
Where the complaint is in the best interests for the child;
If able to do so a complaint may be made directly by the child.
What Happens If You Are Unhappy With The Explanation?
If you are unhappy with the explanation provided the last stage of the Complaints procedure is for the complaint to be referred to the Parliamentary and Health Ombudsman who can be contacted on their complaints Helpline between 8.30am to 5.30pm Monday to Friday. Tel 0345 015 4033 or by email@example.com or fax them on 0300 061 4000. You can also contact them in writing at:- The Parliamentary Health service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP.
Policy For Under 16's
- The Practice recognises that the principles of confidentiality apply equally to all patients, irrespective of age.
- The Practice will ensure that its staff recognise that all patients under 16 are entitled to the same level of confidentiality as all other patients, including being respectful of any request to withhold information from their parents or guardians and take all necessary steps to ensure that this right of confidentiality is not inadvertently breached.
- Where a young person requests a consultation at the Practice premises, they will be booked in to see a clinician in the normal way.
- In the event that a young person attends the surgery without a pre-booked consultation and without adult support, the normal procedure for providing them with a consultation appointment will take place.
- If the request is for an urgent appointment, the young person may be triaged by a Practice Nurse.
- Should the young person independently request medical advice or treatment (including contraceptive advice, abortion, other treatments and surgical procedures), the Practice clinician involved in the consultation with the young person will determine their competency and capability to understand the choices of treatment available and the consequences of such treatment.
- When such competency and capability is deemed to exist, the Practice clinician will provide appropriate medical advice or initiate suitable treatment.