Complaints

If you have a complaint or concern about the service you have received from a doctor or any member of staff working at Maple Surgery please let us know. We operate a Practice Complaints Procedure as part of the NHS system, which meets the national criteria.

If you are complaining on behalf of someone else, please note that we adhere to strict rules of medical confidentiality and will not be able to act on this complaint without the patient’s permission on a signed and dated consent letter.

If the complaint is regarding a deceased patient, the practice will proceed with an investigation.

Ideally, you need to make your complaint as soon as possible, but ideally within six months of the incident that caused the problem or within six months of discovering that you have a problem. This will enable us to gather all the information whilst still fresh.

THE PROCEDURE

We aim to sort out most problems easily and quickly and often at the time that they arise. If your problem cannot be sorted immediately and you wish to make a complaint, we would like you to let us know in writing as soon as possible.

All complaints should be addressed to the Practice Manager here at the Practice, who will ensure that your complaint is dealt with promptly.

E-mail: maplesurgery.enquiries@nhs.net 

WHAT WE WILL DO

We will acknowledge your complaint within two working days of receipt. We aim to have investigated the matter and replied to you within twenty working days, although this will be determined by the complexity of the complaint and access to those involved. If we cannot meet these timescales we will contact you to let you know why.

When we look into your complaint we will aim to:

• Investigate the problem with all members of staff concerned.
• Notify you of the outcome of the investigation with a satisfactory explanation.
• Identify the problem with a view to improving the service we offer to our patients 

If you remain dis-satisfied after we have attempted to resolve the complaint, you have the right to approach the Ombudsman on 0345 015 4033 and at  phso.enquiries@ombudsman.org.uk

The Care Quality Commission is always interested in both issues and outcomes. Details can be forwarded to enquiries@cqc.org.uk though please be aware they are not involved in the resolution process.

We hope that you will follow our Complaints Procedure so that we are able to resolve the problem and have the opportunity to improve our service to you, but if you choose not to contact us you can instead approach NHS England direct at england.contactus@nhs.net or on  0300 311 22 33

Our complaints procedure can be found HERE