Beccles Medical Centre is committed to providing a first class service for all our patients. However we do understand that occasionally we are unable to meet your expectations and you may wish to formally record that, by registering a complaint. In this circumstance we would wish to do everything we can to learn from the incident and make sure the process does not make the matter more difficult for you.
If you have a complaint or concern about the service you have received from any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible because this will enable us to establish what happened more easily. If it is not possible to do that please let us have details of your complaint:
- within 6 months of the incident that caused the problem
- within 6 months of discovering that you have a problem, provided this is within 12 months of the incident
Sometimes, a patient will complain about an incident that happened, or which they became aware of, more than 12 months before the date of their complaint. The regulations state that we should consider a complaint made outside that time limit if the complainant has good reason for complaining, and, despite the delay, it is still possible to investigate the complaint fairly and effectively.
- Since it will probably be impossible to recall the events that gave rise to the complaint accurately after such a long time, the practice can only rely on the medical records, and what the standard practice was at the time. The staff involved with the complaint may have left the practice, and may be untraceable. In these situations, it is expected that we make reasonable attempts to contact the individuals. If we are unable to do so we can only respond on the basis of the entries in the medical records and what we believe was their standard practice.
Complaints should be addressed to the Care Coordination Manager, either in person, on the telephone via the main switchboard or in writing. They will ensure that the appropriate person investigates your complaint. Alternatively, you may ask for an appointment with them in order to discuss your concerns. The Care Coordination Manager will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
Our Complaints Lead is Samantha McCluskey.
What we shall do
We shall acknowledge receipt of your complaint within three working days.
Our aim is then to investigate your complaint in order to offer you an explanation, or a meeting with the people involved. When we investigate your complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem does not happen again
In England, there are no time limits set for responding to a complaint but if a response is not provided within six months from the date of the complaint, we will write to the complainant to explain the delay. We aim to respond within 30 days and if it will take us longer than this to investigate, we will advise you.
Usually, the complainant is anxious to receive a prompt response and our members are anxious to resolve complaints at the earliest opportunity. However, it is most important that the quality of the response is not compromised by undue haste in carrying out the investigation.
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.
Complaining to NHS Norfolk and Waveney Integrated Care Board (ICB)
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice. This does not affect your right to approach the Integrated Care Board (ICB) if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
The ICB complaints procedure can be found on their website https://improvinglivesnw.org.uk/about-us/our-nhs-integrated-care-board-icb/complaints/
E-mail: [email protected]
In writing: Complaints Manager, NHS Norfolk and Waveney Integrated Care Board, County Hall, Martineau Lane, Norwich, NR1 2DL
Telephone: 01603 595857 (This is an answer machine service. Please leave a message requesting a call back)