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How to make a complaint

We aim to resolve most issues informally and quickly, often at the time they arise and with the person involved. However, if this isn’t possible and you wish to make a formal complaint, please inform us as soon as you can. Ideally, this should be within a few days or weeks of the incident, as it helps us investigate more effectively.

If you cannot report it immediately, please ensure we receive the details of your complaint:

• Within 12 months of the incident that caused the problem; or
• Within 12 months of when you discovered the problem, provided this is also within 12 months of the incident itself.

All complaints should be directed to Heather Wilson (Practice Manager). Miss Wilson will ensure your concerns are handled promptly and by the appropriate person.

How to submit your complaint:

You can make your complaint using one of the following methods:

• Telephone: Speak to a member of our reception team. They will record your complaint or brief information about it, and forward it to the Practice Manager, who will contact you as soon as possible. Another member of the management team may contact you in her absence.
• In Writing: For complaints that require more detail, please provide as much information as possible and send it to the practice, marked “For the attention of the Practice Manager,” as soon as possible.
• Email: You can email your complaint to blackpool.highfieldenquiries@nhs.net. Please use the subject line ‘For the attention of the Practice Manager’.

Our commitment to you:

Upon receiving your complaint, we will:

• Acknowledge your complaint within three working days.
• Aim to investigate and provide a response within 30 working days from the date you raised it. We will then offer an explanation or arrange a meeting with the people involved.
• Keep you informed if the investigation is expected to take longer than 30 working days.

During our investigation, we will strive to:

• Determine what happened and identify any issues.
• Offer you the opportunity to discuss the problem with the Practice Manager or other relevant individuals, if you wish.
• Provide an apology where appropriate.
• Identify actions we can take to prevent similar problems from occurring again.

Please note: General service complaints will be investigated by the Practice Manager. Complaints involving clinical issues will be passed to one of our GP Partners for investigation and response.

Complaining on behalf of someone else:

Due to strict medical confidentiality rules, if you are complaining on behalf of another person, we require their explicit permission. A signed note from the person concerned is necessary, unless they are medically incapable of providing it, or you are their parent or guardian.

What to do if you remain dissatisfied:

We encourage you to use our practice complaints procedure first, as it offers the best chance to resolve issues and improve our services. However, if you prefer not to liaise with us or remain dissatisfied with our response, you have further options:

1. Contact Lancashire and South Cumbria ICB:

• Telephone: 0300 373 3550
• E-mail: lscicb-fw.patientexperience@nhs.net
• Write to: NHS Lancashire and South Cumbria Integrated Care Board, Patient Experience Team, County Hall, Preston PR1 8XB.

Important Changes from 1 July 2023:

• Complaints about primary care services to the commissioner are now made directly to the local Integrated Care Board (ICB) instead of NHS England.
• You can still make a complaint directly to the provider (our practice).
• For ongoing complaints received on or after 1 July 2022, NHS England will inform you that the ICB is now handling your complaint.
• For ongoing complaints received before 1 July 2022, NHS England will retain and handle your complaint.

2. Contact the health service ombudsman: If you are still dissatisfied after exhausting the above options, you have the right to contact the Health Service Ombudsman. This service is independent, confidential, and free.

• Telephone Helpline: 0345 015 4033
• Email: phso.enquiries@ombudsman.org.uk
• Write to: The Parliamentary & Health Service Ombudsman, Citygate, 47-51 Mosley Street, Manchester, M2 3HQ

Additional Resources:

Highfield Surgery Patient Complaints Procedure

Patient Complaint Form

 

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Complaints relating to private (Non-NHS) services.

• The policy applies to complaints arising from services provided by the practice on a private basis where a fee is payable. Examples include, but are not limited to:
• Private medical reports.
• Insurance, legal or occupational health reports
• DVLA, HGV or taxi medicals
• Private letters, certificates or forms.
• Private examinations or consultations not commissioned by the NHS.
• Any other non-NHS service for which the practice charges a fee.

Where a complaint relates to both NHS and private services, the practice will determine the appropriate process for each aspect of the complaint and advise the complainant accordingly.

NHS Complaints Procedure
Complaints relating solely to private services are not covered by the NHS Complaints Procedure and will not be investigated under the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

As the service has been provided privately, the complaint will be managed under this practice’s Private Services Complaints Procedure.
Complaints handled under this policy are not subject to review through the NHS complaints process or the Parliamentary and Health Service Ombudsman (PHSO).

Making a Complaint
Complaints should normally be submitted in writing to the Practice Manager as soon as reasonably possible after the event giving rise to the complaint.

Complaints may be submitted by:

• Letter
• Email
• Through any other communication method accepted by the practice

Where someone is complaining on behalf of another individual, appropriate consent or legal authority may be required before confidential information can be disclosed.

Acknowledgement
The practice will acknowledge receipt of the complaint within three (3) working days.

The acknowledgement will:

• Confirm receipt of the complaint.
• Explain that the complaint relates to a private service and is therefore outside the NHS complaints process.
• Outline the expected investigation process and response timescale.

Investigation
The complaint will be investigated internally by the practice.

The investigation may include:

• Reviewing the relevant records.
• Speaking with staff involved.
• Obtaining written statements where appropriate.
• Reviewing applicable professional guidance or contractual arrangements relating to the private service.

The practice aims to conduct investigations objectively, fairly and proportionately.

Response Timescale
The practice aims to provide a full written response within 40 calendar days of receipt of the complaint.

If, exceptionally, additional time is required due to the complexity of the investigation or because further information is awaited, the complainant will be informed of the reason for the delay and provided with an updated expected response date.

Final Response
The final written response will be issued by the Practice Manager and will include, where appropriate:

• A summary of the complain
• Details of the investigation undertaken.
• The findings of the investigation.
• Any explanation or apology where appropriate.
• Any actions identified as a result of the investigation.

The response issued by the Practice Manager constitutes the practice’s final response under this policy.