At Caldbeck Surgery we are all committed to providing the best possible care we can for our patients. However, sometimes things go wrong and we welcome feedback from patients, carers and visitors to help us put things right and to learn from our mistakes.
We have a procedure to ensure that we:
- Resolve the complaint as quickly as possible.
- See the complaint through to a satisfactory conclusion for the complainant.
- Follow up any lessons to be learned for the future.
If you wish to make a complaint, please phone or write to our Practice Manager who will take details of your complaint and decide how best to undertake the investigation.
- Acknowledge your complaint in writing within 3 working days.
- Provide information about the complaints procedure and timetable.
- Undertake a thorough investigation.
- Aim to write to you with a full explanation. Occasionally, if we have to make further enquiries it might take time, but we will keep you informed.
NHS Complaints Procedures:
If you are not happy with the results of our investigation we will invite you to the surgery to discuss the complaint and our findings. You may bring a friend or relative with you to the meeting.
If you are still not fully satisfied with our response to your complaint you may pursue your complaint by writing to the commissioner of primary care services: NHS England (contact details below). If you remain unhappy with the way your complaint has been handled you can ask the Health Service Ombudsman to review your complaint.
- We normally expect complaints to be made within twelve months of your having realised there were grounds for complaint.
- A complaint may be made by a patient about their own care and treatment or by a parent or guardian on behalf of a child.
- A complaint may be made on behalf of another person only with their consent.
- Complaints about other NHS services or non-NHS services must be addressed to the relevant provider.
Sources of independent help and advice for patients
IAS The Independent Advocacy Service provided by People First Cumbria supports patients and their carers wishing to pursue a complaint about their NHS treatment or care. IAS can provide information about who to complain to and how to go about it, support and help you draft letters and support you in meetings.People First Cumbria helpline Tel 03000 038037There are drop in sessions at local offices, or appointments can be made at alternative times if more convenient. It is a good idea to check with the helpline to check availability first. :
People First Workington (Head office), BestLifeBuilding, 4-8 Oxford Street, Workington, Cumbria, CA14 2AH.
Tel: 01900 607208 Email:firstname.lastname@example.org
People First Carlisle, BestLifeBuilding, 123-127 Botchergate, Carlisle, Cumbria, CA1 1RZ
Tel: 01228 550696 Email: email@example.com
The Parliamentary & Health Service OmbudsmanHelpline: 0345 015 4033Email: firstname.lastname@example.org
Address: PHSO, MillbankTower, Millbank, London SW1P 4QP
Care Quality Commission (CQC) The CQC doesn’t manage individual complaints about GPs and their services. However if you have concerns about the regulated activities at the surgery you may contact the CQC:National Customer Service Centre: 03000 616161,
Address: CQC National Customer Service Centre, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA