Cos Lane Medical Practice complaints procedure Cos Lane Medical Practice is committed to providing high quality care and treatment to people in our communities through the delivery of safe, effective and person-centred care. We understand, however, that sometimes things go wrong. If you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right. If we cannot resolve matters in the way you want, we will explain why it’s not possible to do as you suggest. This leaflet tells you about our complaints procedure and how to make a complaint. It includes information about what you can expect from us when we are dealing with your complaint. What is a complaint? We regard a complaint as: Any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf. If you need to complain about something, we encourage you to do so. We also understand that your complaint may involve more than one NHS body or service, or relate to both health and social care services, or it may be about someone working on our behalf. Our complaints procedure covers all of these possibilities. Who can complain? Anyone can make a complaint to us. You can complain directly to us, or if you rather have someone make the complaint on your behalf, we can deal with your representative. This could be a relative, a carer, a friend or any other person that you choose. We can also give you information about advocacy services, and about the Patient Advice and Support Service, which can help you to make your complaint. If you agree to someone making the complaint on your behalf, it is important for you to know that we will need to ask for your permission for us to deal with that person. What can I complain about? You can complain about things like: Your care and/or treatment; delays; a failure to provide a service; an inadequate standard of service; a lack of information and clarity about appointments;
Cos Lane Medical Practice complaints procedure Cos Lane Medical Practice is committed to providing high quality care and treatment to people in our communities through the delivery of safe, effective and person-centred care. We understand, however, that sometimes things go wrong. If you are dissatisfied with something we have done, or have not done, please tell us and we will do our best to put things right. If we cannot resolve matters in the way you want, we will explain why it’s not possible to do as you suggest. This leaflet tells you about our complaints procedure and how to make a complaint. It includes information about what you can expect from us when we are dealing with your complaint. What is a complaint? We regard a complaint as: Any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf. If you need to complain about something, we encourage you to do so. We also understand that your complaint may involve more than one NHS body or service, or relate to both health and social care services, or it may be about someone working on our behalf. Our complaints procedure covers all of these possibilities. Who can complain? Anyone can make a complaint to us. You can complain directly to us, or if you rather have someone make the complaint on your behalf, we can deal with your representative. This could be a relative, a carer, a friend or any other person that you choose. We can also give you information about advocacy services, and about the Patient Advice and Support Service, which can help you to make your complaint. If you agree to someone making the complaint on your behalf, it is important for you to know that we will need to ask for your permission for us to deal with that person. What can I complain about? You can complain about things like: Your care and/or treatment; delays; a failure to provide a service; an inadequate standard of service; a lack of information and clarity about appointments;
COS%20LANE%20COMPLAINTS%20PROCEDURE%202017.docx