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Brundall Medical Partnership

The Medical Centre

The Dales
Brundall
Norwich
Norfolk NR13 5RP
Tel: (01603) 712255
Open Mon-Fri 8.30-6.30

Complaints & Compliments

 

It is important for the practice to know where we are performing well as well as where we need to improve.  We hope that we can sort out most complaints as quickly as possible with satisfactory outcomes for you the patient and also for the practice.

 

The practice receives feedback via both complaints and compliments.  Compliments may be passed on to the same people as named below under the complaints process.  It is important for the practice to know where we are performing well as well as where we need to improve.  We hope that we can sort out most complaints as quickly as possible with satisfactory outcomes for you the patient and also for the practice.

 

The Complaints Policy is briefly summarised below:-

 

The Practice will take reasonable steps to ensure that patients:

 

1) are aware of the complaints procedure

 

2) know that their complaints and comments are listened to and acted upon

 

3) know what the practice proposes to do (if appropriate)

 

4) know that they will not be discriminated against for making a complaint

 

5) the ability of the patient to complain directly to NHS England or the Ombudsman

 

The Complaints Manager for the Practice is Lorraine Youngs, Assistant Practice Manager. 

 

The deputy Complaint Managers in the Assistant Practice Managers absence are the Reception Managers, Deborah Jones and Melissa Stratton.

 

The lead GP Partner for complaints handling is Dr Radha Sawhny.

 

Complaints may be made verbally or in writing.  Written complaints will be acknowledged in writing by a letter dated within 3 days of receipt, wherever possible. 

 

Upon receipt of a complaint the practice will:-

 

1) If verbal acknowledge at the time, establish desired patient outcomes (not all may be possible or will be realistic) and advise patient how the complaint is to be dealt with. 

 

2) If written may attempt to telephone complainant and/or acknowledge in writing;

 

3) If appropriate, include an offer to discuss the matter in person. Advise the patient of potential timescales and the next steps;

 

4) Ensure the complaint is properly investigated. Where the complaint involves more than one organisation the person dealing with the complaint will direct the complainant to that organisation to make the relevant part of the complaint direct;

 

5) Where the complaint has been sent to the incorrect organisation advise the patient within 3 working days where to submit the complaint;

 

6) Provide a written response to the patient as soon as reasonably practicable ensuring that the patient is kept up to date with progress as appropriate. This will include a full report and if appropriate a statement advising them of their right to take the matter further.

 

 

 

Telephone, write or e-mail the practice (brundall.reception@nhs.net)

 

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If you remain unhappy having contacted the practice you may contact the Customer Contact Centre @ NHS England via any method below:-

 

Email:             england.contactus@nhs.net

Telephone:     0300 311 22 33

Address:         NHS ENGLAND

PO BOX 16738

REDDITCH

B97 9PT

 

 

www.england.nhs.uk

 

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If you remain dissatisfied with the outcome you may refer the matter to:

 

The Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London

SW1P 4QP

 

Tel 0345 0154033

 

 www.ombudsman.org.uk

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