How to make a Complaint
A complaint can be made:
- By telephone: 01753 524549
- By email: firstname.lastname@example.org
- By post: The Avenue Medical Centre, Wentworth Avenue Estate, Berkshire, SL2 2DJ
- The Complaints Cell
or completion of a Practice Complaint Form.
Who can make a Complaint
Farnham Road Practice endeavours to provide a high level of care at all times and hopes that while you are a patient at the surgery you will not have reason to complain. However, in the event that you do, it is necessary for you to know how to take your complaint forward. If you find it difficult to make a formal complaint on your own you can ask someone else to help you or do this for you.
A complaint may be made by the patient who is affected by the action, or it may be made by a person acting on behalf of a patient where that person:
- Is a child (an individual who has not attained the age of 18).In child case, we must be satisfied that there are reasonable grounds for the complaint being made by a representative of the child, and furthermore that the representative is making the complaint in the best interests of the child.
- Personal representative of a deceased, we may request evidence to substantiate the complainant’s claim to have a right to the information.
- Has given consent to a third party acting on their behalf; In the case of a third party pursuing a complaint on behalf of a patient we will request the following information:
- Name and address of the person making the complaint;
- Name and either date of birth or address of the affected person; and –
- Contact details of the affected person
- Has delegated authority to act on their behalf, for example in the form of a registered Power of Attorney which must cover health affairs.
- is a carer (only where we have record of consent)
- is a key support worker (only where we have record of consent)
Please note we keep strictly to the rules of patient confidentiality. If you are not the patient but are complaining on their behalf we must have written consent from the patient stating they agree for you to do this. We also need to know from the patient to whom the response should be sent.
Time Scale for Complaints
Complaints should be made within 12 months of the incident occurring or within 12 months of the date of becoming aware of a problem or issue.
Please click on link for further details on dealy for repsonse time due to pandemic: NHS England » NHS Complaints – Information for the Public
All complaints are acknowledged no later than three working days after the day the complaint is received.
We aim to respond fully to each complaint within 10 working days of acknowledgement; however, some complaints may take longer to investigate. In certain circumstances, we will offer the complainant an opportunity to have a meeting with the one of the Complaint Cell Managers and if appropriate the staff member who the complaint is about or Clinical Governance lead.
The complainant can expect that:
- They will be kept up to date with the progress of their complaint.
- They can will receive a reflective response which will include future recurrence.
- They will be informed of any learning to be shared with the practice.