Bursledon surgery welcomes any comments from patients about the services it provides. We hope that we provide a friendly and professional service to all of our patients. however, if you have any concerns about any aspect of the treatment that you have received, please let us know.
Patient Information
Our aim is to provide the highest level of care for all our patients. We will always be willing to hear if there is any way that you think that we can improve the service we provide.
Making a complaint
If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.
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 - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
· Within 12 months of the incident that caused the problem; or
· Within 12 months of discovering that you have a problem
The Practice Manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly.
You can make your complaint:
In person - ask to speak to the Practice Manager
In writing - some complaints may be easier to explain in writing - please give as much information as you can, then send your complaint to the practice for the attention of the Practice Manager as soon as possible. There is a complaint form below.
What we will do
Our complaints procedure is designed to make sure that we resolve any complaints as quickly as possible.
We will acknowledge your complaint within 3 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We will then be in a position to offer you an explanation, or a meeting with the people involved. If the matter is likely to take longer than this we will let you know and keep you informed as the investigation progresses
When we look into your complaint, we will aim to:
· find out what happened and what went wrong
· if appropriate, make it possible for you to discuss the problem with those concerned
· make sure you receive an apology, where appropriate
· identify what we can do to make sure the problem doesn't happen again
At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.
Complaining on behalf of someone else
Please note that we adhere strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have his or her permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this. (Consent for below)
What you can do next
We hope that, if you have a problem, you will use our practice complaints procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.
However this does not affect your right to approach the Ombudsman if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint. Contact the:
The Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Tel: - 0345 0154033
Website: - www.ombudsman.org.uk
You may also approach PALS for help or advice
The Patient Advice and Liaison Service (PALS) is based at Moorgreen Hospital and can provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS.
You can contact them on 02380 475865
Help us get it right
We constantly try to improve the service we offer.
Please let us know when you think we have done something well or if you have any suggestions as to how we can do something better.
Contact the Practice Manager on 02380 402945 or via email Julie.howgat@nhs.net