Complaints
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.
How do I make a complaint?
To make a complaint in the first instance please write (see Contact Details tab above for address) or email the practice at: nnicb-nn.complaints-drhc@nhs.net
Please see our complaints leaflet for more information.
Complaints Leaflet
Upon receipt of your complaint you will be asked to complete two short forms, we cannot investigate your complaint until these are completed and returned.
DRHC Complaints Response
Once we have received your complaint we aim to resolve this as quickly as possible. We will acknowledge receipt of your complaint within two days and respond after investigation within ten days. Some complaints may take longer to address but you will be informed of a response time.
Making a complaint will not effect your ongoing healthcare at the practice.
We will deal with you fairly, compassionately and wish to resolve the situation to a satisfactory conclusion.
Whenever possible, we aim to learn from the complaint and take action so that the same event does not happen again.
This is a completely confidential process, however, we may share your complaint with other healthcare services if they were involved. This may include hospitals, social care or community health services to assist with resolving the complaint and addressing the issues raised.
Can I take my complaint to the Integrated Care Board (ICB)?
Patients cannot raise the same complaint with the practice and the ICB.
If you have a complaint about primary care, you can then take this to the Integrated Care Board (ICB):
Tel: 0115 883 9570 or Email: nnicb-nn.patientexperience@nhs.net
By post: Patient Experience Team, Civic Centre, Arnot Hill Park, Nottingham Road, Arnold, Nottingham, NG5 6LU
Complaints should be made as soon as possible, up to one year after the event.
Anyone can make a complaint on your behalf as long as you have given them permission.
If you would like further information please follow the link to the ICB website: Patient Experience and Complaints - NHS Nottingham and Nottinghamshire ICB
Can I get help and support?
Yes. Support can be provided by POhWER who are an independent organisation offering help and support when making an NHS Complaint. They can assist with writing letters, telephone calls and offer support through the complaints process. Tel: 0300 020 0093/0300 456 2370 or Email nhscomplaints@pohwer.net
Patients continue to have the right to escalate their complaint to the Health Service Ombudsman (see below) should they not be satisfied with the practice or ICB initial response.
What if I am not satisfied?
If you are not happy with the outcome provided by the practice or the ICB, then you can contact the Health Service Ombudsman to investigate your case.
The Parliamentary and Health Service Ombudsman,
Millbank Tower, Millbank, LONDON SW1P 4QP
Monday to Thursday 8.30am to 5.00pm | Friday 8.30am to 12pm
Patients Charter
We are committed to providing the best possible service to our patients. Your health care is based on a partnership between yourself and our primary care team. The success of this partnership depends on an understanding of each other’s needs and the co-operation between us.
We aim to deliver excellent clinical care.
We will treat you with respect and in return you should treat the practice staff respectfully.
We will at all times have to deal with unexpected emergencies and we ask that you be understanding in the event of there being a delay.
We will not tolerate verbal or physical abuse and this may result in you being asked to register at another practice.
We listen and respond to our patients' complaints and suggestions.
If you are are unable to attend your appointment you are expected to cancel.
If you frequently miss your appointments without explanation, we will contact you to discuss the matter further.
If your health genuinely prevents you from leaving your house you can request a GP visit. Home visits are very time consuming for the doctors. They may telephone you before deciding if you need to be visited. If you are NOT house bound please book an appointment at the practice.
We operate a completely confidential services and will only share your details with health professionals involved in your care, unless you give us written permission to do otherwise.
We are unable to share with you any information regarding other patients even if they are family members.
You have the right to see your medical record. Please ask for details.
Violence Policy - Zero Tolerance
The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.