Complaints Procedure

The Westerham Practice strives to give the best service possible to everyone who attends our practice.

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

We view all complaints as an opportunity to see where things have gone wrong and make improvements to the service we give. This may be by educating the team, changing a procedure or process or providing more patient education. All complaints are discussed (anonymously) in practice meetings so that we make the best improvements as a result.

We believe in acting on a complaint as soon as possible – ideally as soon as we are aware a patient is unhappy. So, if you are unhappy with any aspect of our care or service, please tell us straight away as this means we can resolve the problem or explain why it has occurred and thus gives you the best possible outcome.

Please ask to speak to the senior receptionist if you have a concern about your care who will always be happy to assist you.  If the matter cannot be resolved informally your complaint will be passed to the Practice Manager (Complaints Manager) to formally investigate.  Details of our in-house complaints procedure can be found below - our patient leaflet is also available from reception.

Help Us to Get it Right

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at The Westerham Practice.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the senior receptionist or the practice manager.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

• Telephone: 0300 311 2233 (Monday to Friday - 8am to 6pm, excluding English Bank Holidays)
• Online: NHS England - Contact Us
• Post: NHS England, PO Box 16738, Redditch, B97 9PT

A complaint can be made verbally or in writing. A complaints form is available online or at reception or you can see our contact us page.

Make a complaint or suggestion online

Timeframes for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

• We will acknowledge all complaints within three business days.
• We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

The Westerham Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

The Practice will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third-party complaints

The Practice allows a third party to make a complaint on behalf of a patient. The patient must provide written consent for them to do so. A third-party patient complaint form is available from reception.

Final response

The complaints manager will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our practice policy.

Further information is detailed in our privacy policy

Other means of complaining

Parliamentary Health Service

Parliamentary Health Service,
Ombudsman,
Milbank Tower,
Milbank,
London SW1P 4QP

Telephone: 0345 015 4033

Visit the Parliamentary Health Service website

Independent Complaints Advocacy Service – (ICAS) VoiceAbility

A new service was instituted by the government to assist those who wish to or are making complaints about the NHS – the Independent Complaints Advocacy Service (ICAS). In the London region, ICAS is being provided by the Citizens’ Advice Bureau. You determine how much you want from ICAS, be it advice, assistant or support.

The service is free and confidential and can be contacted via their head office:

NHS Complaints Advocacy,
VoiceAbility,
Mount Pleasant House,
Huntingdon Road,
Cambridge CB3 0RN

Telephone: 0300 330 5454

Visit the Independent Complaints Advocacy Service

Visit healthwatch Website