We welcome all comments on the services provided by the practice.
We are continually looking to turn out patients’ feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.
We’ll let the staff involved know and share the good practice across our teams.
You may write to us or contact us by letter or via our website.
While we try to provide a good, friendly and efficient service we realise that occasionally things do not always go as smoothly as we would like.
We are also interested to know of any thoughts and ideas you may have on what you find works well or things that could improve the service we offer.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 023 9246 2719
If you have any complaints, compliments, comments or suggestions on any matter connected to the running of the surgery please contact Mrs Sophie Green, our practice manager by post or by phone.
You can also raise complaints about a GP, dentist, pharmacy, optician, or GP services (but not out of hours) with the NHS England: on 0300 311 2233 or by email england.contactus@nhs.net
The ICB ( integrated care board) can manage complaints relating to provider organisation, such as acute hospital, ambulance service or community service, and commissioning decision. Alternatively you can raise a complaint with the provider of the service directly. If you do wish the ICB to manage your complaint then please contact the ICB via the following email address SEHCCG.Complaints@nhs.net or FGCCG.Complaints@nhs.net. More details can also be found on the ICB website at www.hampshiresouthamptonandisleofwightccg.nhs.uk as to what areas they deal with.
From October 2018 and new independent advocacy service can support people with complaints related to any aspect of healthcare. You can visit them online at www.hampshireadvocacy.org.uk.
If you still remain dissatisfied following and investigation you do have the right to take your complaint to the Parliamentary and Health Service Ombudsman and they can be contact by phone on 0345 015 4033. See www.ombudsman.org.uk for more information.
Making a complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice
If you are a registered patient, you can complain about your own care.
Complaints can be sent in writing to:
Waterside Medical Practice
Hayling Island Health Centre
Elm Grove
Hayling Island
PO11 9AP
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.