Comments, Suggestions and Complaints

We welcome your comments both positive and negative as they let us know when we get it right and where there is room for improvement.

Letters of Appreciation

If you are happy with the care you have received, please let us know.  Letters to the Practice Manager, Ms Sue Richards or individual doctors are very much appreciated.

Suggestions

If you have any suggestions for making changes or improvements to the way we provide our services please let us know by using our online feedback form.

Complaints

If you are unhappy with any aspect of your care or service please let us know as soon as possible.  We operate and In-House Practice Complaints Procedure as part of the NHS system for dealing with complaints.  Our complaints system meets national criteria.

How to make in informal complaint

If you would like to make an informal complaint please let us know by using our online form.

How to make a formal complaint

We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.  If your problem cannot be sorted out in this way and you wish to make a complaint we would like you to let us know as soon as possible.  Complaints should be addressed to Ms Sue Richards our Practice Manager.  We will acknowledge you complaint within 3 working days either orally or in writing and offer to discuss the matter.  We will include in the discussion how the complaint will be handled and the likely period for completion of the investigation and responding to you.  We will send a written response as soon as reasonably practicable after completing the investigation which will include:

  • An explantion of how the complaint has been considered
  • The conclusions reached
  • Any matters for which remedial action is needed and that these will be taken
  • Details of your right to take this complaint to the Health Service Commissioner under the 1993 Act

Complaining on behalf of someone else

Please note that The Quarter Jack Surgery keeps 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 signed by the person concerned will be needed unless there is a valid reason why this is not possible.

NHS Complaints Procedure

We hope that if you have a problem you will use our In-House Complaints Procedure.  We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

You may choose to make your complaint directly to NHS England:

Email: england.contactus@nhs.net

Telephone: 0300 311 2233

Postal address:
NHS England
PO Box 16738
REDDITCH
B97 9PT

Under the NHS Complaints Procedure complaints are usually investigated only if they are made within 12 months of the event, or within 12 months of you realising that you have something to complain about.  However, this 12 month limit does not apply if there were good reasons for not making the complaint within the time limit, or despite the delay, it is still possible to investigate matters effectively and fairly.

There are 2 stages to the NHS Complaints Procedure:

  • 1st stage – local resolution either by The Quarter Jack Surgery, the NHS England or Dorset CCG
  • 2nd stage – Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP

Telephone: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

At The Quarter Jack Surgery we try to ensure that all patients are pleased with their experience of our service and we take complaints very seriously.  If you need to complain you will be dealt with courteously and promptly so that the matter is resolved as quickly as possible.

We learn from every mistake that we make and we attempt to respond to patients’ concerns in a caring and sensitive way.

Please note that our In-House Practice Complaints Procedure does not deal with matters of legal liability or compensation.

If you wish to complain about another Healthcare Provider, please contact:
Dorset Advocacy Service (whole of Dorset)
Unit 13-15
Jubilee Court
Paceycombe Way
Poundbury
DT1 3AE
Tel: 0300 343 7000
Email:  nhscomplaints@dorsetadvocacy.co.uk
Website: www.dorsetadvocacy.co.uk