Complaints Policy

 

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Complaints Procedure

Headlands Surgery aims to give a friendly and professional service to all our patients. However, if you have any concerns about any aspect of our service please let us know. Speak to whomever you feel most comfortable; your GP, one of our managers or our reception staff will be happy to help. In the majority of cases concerns can be resolved quite easily.

You can raise a complaint in the following ways:

  • In person: Please call at reception. One of our team will be able to help you and can give you a copy of our complaints form.
  • By phone: Dial 01536 518 886. Again, our reception team should help. 
  • Online: Our complaints form is here
  • In writing: Please write to:

Alice Grant
Practice Manager
Headlands Surgery
20 Headlands
Kettering
NN15 7HP

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note of authorisation, signed by the person concerned, is required, unless they are incapable of providing this (because of illness or mental incapacity). In these circumstances we would require authority from the person holding the Power of Attorney.

 

What we will do

We aim to acknowledge your complaint in writing within 3 working days of receipt. Our aim is to have fully investigated your complaint within 28 working days of the date when you brought it to our attention.

However, if for any reason this is not possible, we will provide you with an update and confirm a new response date. All complaints that are investigated will be responded to in writing. On some occasions, we will propose a meeting with the people involved. When we look at your complaint we will:

  • find out what happened and what went wrong
  • make it possible for you to discuss the issues with those concerned, if you would like this
  • make sure you receive a proper apology - when appropriate
  • provide you with an explanation on any changes to policies or processes that have been made due to you raising your complaint
  • identify what we can do to make sure the problem does not happen again

Complaining to NHS England

We hope that, if you have an issue, you will use our practice complaints procedure as we believe this will give us the best opportunity to put right whatever has gone wrong. However, there may be an occasion where you feel unable to communicate with us and you may prefer to approach NHS England, who is the commissioner of Primary Care Services. Their contact details can be found on their website

Health Service Ombudsman

If, at the end of the complaint process, you are not satisfied with the outcome, you have the option to contact the Health Service Ombudsman to request an independent review of your complaint.

Postal Address:
The Parliamentary & Health Service Ombudsman, Citygate, Mosley Street, Manchester, M2 3HQ

Please note that if you approach the Ombudsman directly without using our practice complaints procedure first, they may refer you back to us so we have the chance to resolve your complaint locally.

NHS Complaints Advocacy Service

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.