We make every effort to give the best service possible to everyone who attends our Practice.

However, we are aware that things can go wrong, resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would like the matter to be settled as quickly, and as amicably, as possible.

To have your complaint investigated, you need to complain within 12 months of the event happening, or as soon as you first become aware of the issue you want to complain about.

The time limit can be extended in special circumstances.

How to make a complaint

You can speak to any member of staff initially with your complaint. This gives you the opportunity to resolve any concern you may have without it going through a formal process.

Most complaints are best resolved within the practice and these should be made via the practice manager, Mrs L Hughes.

Formal Complaint

To make a formal complaint to the practice, this should be in writing addressed to the practice manager, Mrs L Hughes. This can be in a formal letter handed into the practice or alternatively emailed to wellspringmedicalpractice.a87612@nhs.net

We will ackowledge your complaint within three working days and aim to look into the matter within 20 days. We will aim to offer you an explanation within that time frame or a meeting with the people involved.

• Find out what happened and what went wrong
• Invite you to discuss the problem with those involved, if you would like this
• Apologise where this is appropriate
• Identify what we can do to make sure that the problem does not happen again.

You can pick up a copy of our full complaints information leaflet at the surgery.

If you are dissatisfied with the service we have provided, we follow the NHS complaints procedure which you can access via the practice manager.

PALS

Some patients find it easier to talk to someone outside the practice in the first instance.  The PALS organisation provide this kind of service.  The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services.  It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS - particularly if this is a time when you are feeling at your most vulnerable and anxious.  

So, what should you do if you want on the spot help when using the health service?  The NHS expects all members of staff to listen and respond to you t thie best of their ability.  But sometimes you may wish to talk to someone employed especially to help you.  The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible. 

What does PALS do?,

In particular, PALS will:

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems when you are using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how you can get more involved in  your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them

Contact PALS

By phone - 0800 032 02 02

Email: northoftynepals@nhct.nhs.uk

Text 01670511098

Complain to the Ombudsman

If, after receiving our final decision, you remain dissatisfied you may take your complaint to the Ombudsman.

The Ombudsman is independent of the NHS and free to use. It can help resolve your complaint, and tell the NHS how to put things right if it has got them wrong.

The Ombudsman only has legal powers to investigate certain complaints. You must have received a final response from the Practice before the Ombudsman can look at your complaint and it will generally not look into your complaint if it happened more than 12 months ago, unless there are exceptional circumstances.

Address:

Parliamentary & Health Service Ombudsman
Tower 30
Millbank
London SW1P 4QP

Phone: 0345 015 4033

E: email the Ombudsman