Scorton Medical Centre In-House Complaints Procedure
Patient Information Leaflet:
If you have any complaint or concern about the service that you have received from the doctors or staff working for this practice you are entitled to ask for an explanation. We operate an informal, in-house complaints procedure to deal with your complaints. This procedure does not deal with matters of legal liability or compensation. In some cases the in-house procedure is not an appropriate form of investigation, in which case you will be referred to the appropriate authority. Under no circumstances will you be discriminated against for making a complaint or raising a concern.
Your complaint should be addressed to our practice manager, Mrs. Harker, at the surgery who will ensure that it is investigated thoroughly and as speedily as possible. We aim to report back to you within two weeks although, in some cases, more time may be required.
Please note that the practice must ensure strict adherence to the rule of medical confidentiality. We cannot provide confidential information without appropriate authority if you are not the patient in question.
A copy of our complaint form can be found here Scorton Medical Centre Complain Form. You do not have to use it if you prefer to set out your complaint in your own way. We can help you write down your complaint if you feel you need help to do so. Please do not hesitate to contact the practice manager who will be pleased to assist you.
Please complete and send your complaint form to the practice manager as soon as possible.
Your complaint will then be investigated by someone within the practice. It is likely that, as a first step, the investigator will contact you directly to ensure that he or she fully understands your complaint. The investigator will then interview appropriate members of the practice staff and may inspect relevant documents.
At the conclusion of the investigation your complaint will be discussed with you in detail.
This procedure does not affect your right to make a formal complaint to the National Commissioning Board if you so wish. Nor does it affect your right to seek compensation in law. The Experience Teams e-mail is: hnyicb.experience@nhs.net or telephone 01482 957750.