If you have a complaint or concern about the services you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints procedure meets national criteria.
Your complaint will remain confidential to members of the practice team and those we need to talk to for the process of resolving your complaint. Your complaint does not form part of your medical records and is kept separate from them.
How to Complain
We hope that most problems can be dealt with out easily and quickly, often at the time they arise and with the people concerned. If your problem cannot be sorted out in this manner and you wish to make a formal complaint, we would like you to let us know as soon as possible, because this will enable us to establish what happened more easily.
If it is not possible to do this, please let us have details of your complaint -
- Within 6 months of the incident that caused the problem, or
- Within 6 months of discovering that you have a problem, providing this is within 12 months of the incident
Where at all possible, all complaints should be in writing and be addressed to the Practice Manager, ideally completing a complaints form which is available by clicking the link below or collecting one from reception. The form can be returned by post, e-mail or in person.
Complaints form (DOCX, 41KB)
When telling us about your concerns, it will be of great help if you are as specific as possible about your complaint, by giving times, dates, places, people involved etc.
If English is not your first language and you require an interpreter, please contact the local Integrated Care Board sxicb.contactus@nhs.net, where details of helpful services are available
What We Will Do
All complaints should be passed as soon as possible to the Practice Manager who will complete a complaints log
A letter of acknowledgement will be sent within 3 working days of receipt of the complaint – if the practice manager is absent this acknowledgement letter will be sent by a deputy. The letter of acknowledgement should re-state the nature of the complaint.
The complainant should then be contacted to agree how the complaint will be investigated and to find out the complainant’s preference for future contact, e.g. telephone or letter. They should also be advised of the likely time scale.
A full investigation will then be carried out by the Practice Manager.
Normally, within 30 working days, a response will be made which will include:
· A genuine apology if this is appropriate
· Details of the investigation carried out
· The conclusions reached
· Any action planned
· Any lessons learned
· Details of how to contact the Health Service Ombudsman if they are not happy with local resolution.
Complaining on behalf of someone else
Please note that we stick strictly to the rules on 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 they are incapable (because of illness) of providing this.
Complaints against non-practice staff or procedures
If you are unhappy about the services you have received from organisations that are not under the practice control, such as the district nurses, health visitors, midwives, Out of Hours or any hospital services, please make your complaint directly to the service concerned. If you need help with where to direct your complaint, please contact the surgery and we will do our best to point you in the right direction.
Contact Details
Practice Manager
Selden Medical Centre
6 Selden Road
Worthing
BN11 2LL
Telephone number: 01903 234962
Email: sxicb-wsx.smcinfo@nhs.net
You can also obtain advice from Healthwatch West Sussex which provides a free and independent health complaints Advocacy service (IHCAS). This helps local people explore options for getting their voice heard when they feel something has gone wrong with their health care.
IHCAS telephone number is: 0300 012 0122
Email address: ihcas@healthwatchwestsussex.co.uk
NHS England - 0300 311 2233 or email england.contactus@nhs.net
Central and South Citizens Advice Bureau (CAB) - 0844 477 1171
Taking your complaint further
We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting things right and an opportunity to improve our practice.
However, is you are dissatisfied with the result of our investigation or our response, you have the right to approach the Health Service Ombudsman to ask them to carry out an independent review of your complaint.
The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London
SW19 4QP
Complaints Helpline: 03450 154033
Phso.enquiries@ombudsman.org.uk