Complaints | Willerby Surgery

COMPLAINTS POLICY

We are proud of what we do and believe we work in the best interests of our patients. However, we are not naive to think that we cannot improve, or that sometimes we make mistakes or let patients down.

Introduction

Willerby and Swanland Surgery provides a structured process for patients to use if there is no other way to address their issues and concerns. Our complaints procedure is designed to investigate complaints made about any aspect of care given to patients by the Surgery and it can lead to a number of outcomes, depending on the nature of the complaint.

These could include an explanation of what happened, an apology and/or an assurance that changes will be made to avoid recurrence.

The aim of the complaints procedure is to sort out problems quickly and informally but the protocol also provides for an formal investigation and response by the Patient Services Manager.

When the Surgery believes it is in the right we will say so. Where the Surgery believes it is in the wrong we will say that too, and apologise and tell patients how we will act to avoid any re-occurrence.

Who will deals with complaints

The surgery has two levels of input to manage complaints in order to ensure patients are reassured of fair understanding and handling of any complaint

The Complaints Manager is Jo McWilliam, Patient Services Manager - email: joanne.mcwilliam@nhs.net

The Lead GP to oversee complaints is Dr Richard Taylor

How a complaint should be made

There are two ways members of the public can make a complaint.

They can complain directly to Willerby & Swanland Surgery or, from Saturday 1 July 2023, the way members of the public can make a complaint about primary care services to the commissioner (NHS Humber & North Yorkshire Integrated Care Board, previously NHS England) has changed (see below for details)

To let us know directly how we have let you down and how we can make a difference, patients should be aware they can make a complaint on the spot verbally, in person or by by telephone, either to the person who has been dealing with them or to another member of the team or to our Patient Services Manager.

If they prefer not to do this – or if they are not satisfied with the response they have received to a complaint made informally – patients can write to the Practice Manager who will respond in accordance with this complaints procedure

Complaints made in writing should include the following points

a statement of what the complaint is about, details of when and where it happened and the names and positions of the members of staff involved
details of why the patient is not satisfied with what has happened
details of what questions the patient has and/or what actions the patient would like to see take place to put the situation right.

The letter should be signed and complete with name and address details.

When should a complaint be made

Generally speaking, the closer to the event a complaint is made the sooner and easier it will be to resolve the issue. The NHS procedure sets out certain time limits which the Surgery will normally adhere to.

The time limits say that complaints should be received within 6 months of the event or within 6 months of discovering the problem as long as this is no longer than 12 months after the event being complained about.

Help with complaints

Our practice policy makes it clear that the Complaints Manager will assist the patient in every way possible to make their complaint known and understood.

That can include advising patients that they can ask the East Riding Independent Complains Advocacy to help them.

This can be done by the patient contacting Cloverleaf Advocacy on 0303 303 0413 or 01482 880160

Email: enquiries@cloverleaf-advocacy.co.uk

Address: Hesslewood Hall, Ferriby Road, Hull. HU13 0LH

Website: www.cloverleaf-advocacy.co.uk

Can someone complain on behalf of a patient

‘Yes’ provided consent to do so has been given.

The Surgery will normally require a written statement from the patient giving their consent for a third party to act on their behalf and giving their permission for the Surgery to receive details of and give details about the patient to the person complaining on their behalf. We do have a suitable consent form we can provide to you for this purpose if required.

If the patient is unable to consent, for example if they have died or are seriously ill or very young, we will tell you how to proceed with a complaint in those circumstances.

What happens when a complaint is made

If a patient makes a complaint verbally on the spot it can most likely be resolved immediately.

If the complaint cannot be resolved immediately, the Complaints Manager will begin an investigation to find out exactly what has happened and then make a response. This may take some time and the Surgery has committed to the following timescales

We will acknowledge receipt of a formal written complaint within two working days (This would not apply if the complaint is made in person)
We may offer a meeting with the Complaints Manager and/or Practice Manager and/or a Doctor within 10 days to discuss the matter if this is appropriate. Patients may bring a friend or relative to this meeting if they wish to do so.
We will make a formal response to the complaint within 10 working days of receipt. If this cannot be done within that timescale we will write to the patient and explain when a response is likely to be received.
We will not automatically copy any third parties into our response – on the basis that complainants are entitled to full confidentiality, even where they are not patients at this Surgery.
We will provide a written summary of the investigation and the conclusions reached and any actions resulting from this. Our response will address the concerns raised fully, fairly and clearly.

What happens when a patient is unhappy with a response

There are a number of ways patients can follow through complaints if they feel the Surgery has not dealt with them satisfactorily.

Patients unhappy with our response should advise the Complaints Manager of their reasons and state what else they would like to be done. If, as a result of this request, no further action can be taken by the Surgery to resolve the complaint we will advise patients accordingly

Patients can then ask the Commissioner to help resolve the complaint - or to ask them to make further investigations where the patient feels the surgery has not responded fully or fairly

Conclusion

Willerby and Swanland Surgery is committed to providing the best possible care at all times to all our patients. However, we recognise there may be times when we get it wrong.

If this happens we want to put things right as quickly as possible and we hope every patient will feel able to tell us what has happened as soon as it’s happened so we can sort it out informally and maintain good practice/patient relationship.

For those occasions when a more formal response is appropriate we hope our complaints procedure will serve to resolve such issues with full satisfaction.

Listed below are some contact information to help patients who are unsure of their rights or who need help in resolving issues with the Surgery.

For more information or To make a complaint through

to make a complaint, please Humber & North Yorkshire ICB

write to or telephone (the Commissioner of Primary Care services)

the Complaints Manager

Mrs J McWilliam Experience Team

Patient Services Manager Humber & North Yorkshire ICB

Willerby & Swanland Surgery Health Place

Willand Primary Care Centre Wrawby Road

Lowfield Road, Anlaby Brigg DN20 8GS

HU10 7JR

Telephone (01482) 652652 Telephone 01904 555999

joanne.mcwilliam@nhs.net Or email to: hnyicb.experience@nhs.net

In the event that we cannot resolve your complaint through our local resolution procedures you can then refer the complaint to the ombudsman at

Parliamentary & Health Service Ombudsman,

Millbank Tower

30 Millbank. London. SW1P 4QP

Telephone 0345 015 4033 8.30am to 5.30pm Monday to Friday

http://www.ombudsman.org.uk/about-us/contact-us

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