SQUIRES LANE MEDICAL PRACTICE

Practice Complaints Procedure

The procedure is intended to provide an explanation, an apology if necessary, an indication of action to be taken by the practice to resolve the problem, if that is possible, and to ensure that it does not recur.   The procedure is not intended to apportion blame, to consider the possibility of negligence, or to provide compensation.

A complaint form is available for patients to complete and can be obtained from Reception.

The Practice Manager is the Complaints Manager.

Procedure as follows:

1.  Receive complaint
	
a) 	Verbal – patient is advised to speak to Practice Manager, (if available 
	at the time), who discusses the issues, tries to sort out any immediate 
	problem and advises patient on how to make a formal complaint.  No 
	follow-up is undertaken routinely after the phonecall unless otherwise 
	discussed or agreed during conversation. See below regarding 
	completing the log when the above member of staff is not available 
	for immediate discussion. Complaints may be made to Barnet PCT 
	direct if the complainant so wishes.

b) 	Written – patient is encouraged to put any suggestions/complaints into
writing, addressed to the practice manager, if they wish to make a 
formal complaint.  The receipt of complaint is acknowledged within 
three workings and an offer of a meeting made to agree how the 
complaint will be dealt with and the timescale involved. 
We will reply to the complaint in writing explaining how the matter was resolved following investigation, what appropriate action has been taken and reminding the complainant of their right to take the matter to to the Health Services Ombudsman, if they are still unhappy. Any delays are put in writing to the patient.

2.	A note of the complaint is entered in the ‘Patient Complaint Log’ located in the Complaints file on the shared drive.

3.	Completing the Log – whoever takes the message is to complete the Complaint Form and write “VERBAL COMPLAINT” at the top of form.  Pass the form to the appropriate doctor. Clinical complaints go to the patient’s registered doctor. Non-clinical complaints go to the Practice Manager.

4.   Staff are knowledgeable of the above procedure.

5.   Complaints are discussed at practice meetings, after which an 
  investigation may take place.  The outcome is relayed to the relevant     
  parties.  Usually, the reception manager, practice manager or doctor will draft a reply.

6.   The practice undertakes an annual review of all complaints to address any 
      changes in practice or systems that can be implemented to avoid further 
      problems.

SQUIRES LANE MEDICAL PRACTICE

Practice Complaints Procedure 

I acknowledge that I have read and am familiar with this procedure.

Signed:

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