Complaints

As a Practice, we make every effort to give the best service possible to everyone who attends our Practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

If you do need to make a complaint then please address your complaint to Nicola Reeves, Practice Manager. The complaint process is below as well as the practice complaints leaflet.

Complaints Leaflet

Green Porch Medical Centre

Complaints Procedure

A guide to Green Porch Medical Centre complaints procedure

Reviewed 8.12.23

Making a complaint

Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise and this may be the approach you try first.

Where you may not be able to resolve your complaint in this way and you wish to make a formal complaint you should do so, preferably in writing, as soon as possible after the event and ideally within a few days, giving as much detail as you can as this helps us to establish what has happened more easily.

In any event your complaint should be made:

Within 12 months of the incident

Or within 12 months of you becoming aware of the matter

If you are a registered patient you can complain about your own care. You are not usually able to complain about someone else’s care without their written authority. Please see the separate section in this leaflet for what to do in this instance.

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else.

Send your written complaint to Nicola Reeves, Practice Manager, Green Porch Medical Centre, Green Porch Close, Sittingbourne, Kent. ME10 2HA

You may also make your complaint directly to the South East Complaints Hub:

Email: frimleyicb.southeastcomplaints@nhs.net

Telephone: 0300 561 0290

Post: South East Complaints Hub

NHS Frimley ICB

Hospital Hill

Aldershot

Hampshire

GU11 1AY

What we do next

We will usually acknowledge receipt within three working days and aim to resolve the matter within 10 working days but this will depend upon the nature of the complaint.

You will then receive a formal reply in writing or you may be invited to meet with the person (s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why and also to see if there is something we can learn from what has happened. We will also make it possible for you to discuss the issue with those involved if you wish to do so.

When the investigations are complete, a final written response will be sent to you.

The final response letter will include details of the result of your complaint and also your right to refer the matter further to the Parliamentary and Health Service Ombudsman (the details of this are at the end of this document.

Complaining on behalf of someone else

We adhere to the strict rules of medical and personal confidentiality. If you wish to make a complaint and you are not the person involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that they want the matter investigated.

In the event the patient is deceased then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.

Please ask at Reception for the Complaints Form, which contains a suitable authority for the patient to sign to enable the complaint to proceed. Alternatively, we will send one to you to return to us when we receive your initial complaint.

Where the patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this consent in your covering letter.

Please note we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint, we will expect the child to contact us themselves to lodge their complaint.

If you are dissatisfied with the outcome

You have the right to approach the following organisations:

Parliamentary and Health Service Ombudsman.

Address:

The Parliamentary and Health Service Ombudsman

Citygate, 51 Mosley Street, Manchester. M2 3HQ

Telephone number: 0345-0154033

Customer helpline is open Monday to Thursday from 8.30am to 5pm. On Friday 8.30am to 12pm. Closed for Bank Holidays.

Website:

www.ombudsman.org.uk

PALS - Patient Advice and Liaison Services at Medway Maritime Hospital.

Telephone number: 01634 825004