Feedback and complaints

How to give patient feedback

We try to provide the best possible service to our patients and will always welcome your views or suggestions for further improvements.

If you have a suggestion, you may wish to post it in the box in the waiting room which is cleared weekly. Alternatively, if you would prefer to discuss a criticism, please ask to speak to the practice manager.

We realise that there may be occasions when our service to you falls short of our customary standard. If you have a complaint or concern about the service you have received from the doctors or any of the staff working in College Way Surgery please let us know.

How to Complain

We hope that most problems can be sorted out quickly and satisfactorily, preferably at the time they arise and with the person concerned. If your problem cannot be resolved on the spot and you wish to make a complaint, we would ask you to let us know as soon as possible and ideally within a matter of days. If you are unable to do that, please let us have details of your complaint:

• Within 12 months of the incident which caused the problem; or
• Within 12 months of discovering that you have a problem, provided it is still possible to investigate the complaint effectively.

Complaints should be addressed to our Practice Manager, Mrs Judith Kassapian, or to our Senior Partner Dr Ronita Porter or to your own doctor. Alternatively, you may prefer to ask for an appointment with Mrs Kassapian to discuss your concerns directly. She will explain the complaints procedure to you and will make sure that any matter raised is dealt with promptly and sympathetically. It will be a great help if you are as specific as possible about your complaint.

What we will do

We will acknowledge your complaint within three working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint we shall aim to:

• Find out what happened and what went wrong
• Arrange for you to discuss the problem with those concerned if you would like this.
• Make sure that you receive an apology where this is appropriate.
• Identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else

Please note that we are required to keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we need to know that you have his or her permission to do so. A note, signed by the person concerned authorising you to complain on their behalf will be necessary.

Complaints do not have to be made to the provider

If you do not wish to complain to your provider, NHS Somerset ICB is responsible for Primary Care. You therefore have the right to raise your complaint directly to:
Telephone: 08000 851 067
Email: somicb.pals@nhs.net
Write to: FREEPOST RRKL-XKSC-ACSG, PALS, NHS Somerset, WINTER, BA22 8HR.
Website: https://nhssomerset.nhs.uk/contact-us/complaints/

Please include your full name, address and daytime telephone number and consent with your letter.

However, you must make this choice at the onset and if you make an initial complaint to College Way Surgery you cannot then seek a review from NHS Somerset ICB. If you are dissatisfied with the response, you can however refer the complaint to the Ombudsman.

If you are dissatisfied with our response

If having followed our procedure you remain dissatisfied, you can put your complaint to The Health Service Ombudsman. The Ombudsman can carry out independent investigations into complaints about poor treatment or service provided through the NHS in England. The Ombudsman’s services are free. If you have any questions about whether the Ombudsman may be able to help you, or about how to make a complaint, please contact their helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk or fax 020 7217 4000. Further information about the Ombudsman is also available at: www.ombudsman.org.uk.

You can write to the Ombudsman at:
The Health Service Ombudsman,
Millbank Tower,
Millbank, London, SW1P 4QP

Complaints advice in British Sign Language

People who use British Sign Language (BSL) and want to find out more about making a complaint can access a video in BSL for further information on the following website:
http://tinyurl.com/nco9gcu

Other ways to provide feedback

Healthwatch Somerset is also available for you to provide feedback on health and care services and will make these views known to those involved in commissioning and those who provided the service.
Email: infor@healthwatchsomerset.co.uk
Telephone: 0117 965 4444
Website: www.healthwatchsomerset.co.uk
Twitter: @HWatchSomerset

How to make a complaint about an NHS service

If you’re unhappy with an NHS service, then it’s worthwhile talking about your concerns with us early on, as we may be able to sort it quickly.

If you would prefer to speak to someone else outside of our surgery, then you can contact the Patient Advice and Liaison Service (PALS). This is a free, confidential and independent service that you can use to talk to someone who understands the complaints process and can offer some guidance and support.

Complaining about NHS services

You can find more information about making a complaint about NHS services on the NHS website.