Compliments, Comments and Complaints

A brief guide on how to voice your appreciation or concerns

We aim to provide our patients with the best care we can and would like to hear from you if you think we have done something well, or if you have suggestions on how we could do something differently. Equally we know that there will be times when we fall short of expectation and want to know if you are unhappy with our service. We would encourage you to speak to whoever you feel most comfortable with — your doctor, a nurse, a receptionist or manager, but if you prefer to give your feedback in writing, please send it to the Patient Safety and Quality Manger at the address detailed at the end of this document. You can also provide feedback via the practice website or via our feedback stands in reception. We would also welcome your comments, concerns and ideas through our Patient Participation Group (PPG).

If you have a complaint please do not be afraid to say how you feel. We welcome feedback to help us improve our standards and you will not be treated any differently because you have complained. We will do our best to put right anything that has gone wrong and this leaflet aims to help you to make your views known to us. 

When something goes wrong

If you have a complaint or concern the quickest way to resolve it is to speak to a member of the team and if they can resolve it straight away they will do so. If not they will refer the matter to their line manager or the Patient Safety and Quality Manager who will take matters from there. Where you are not able to resolve your complaint in this way and wish to make a formal complaint, you should do so, preferably in writing (either by post or online) to the Patient Safety and Quality Manager.  

This should be done 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 happened more easily.  In any event this should be:

• Within 12 months of the incident
• Or within 12 months of you becoming aware of the matter.

This time limit may be waived if there are good reasons why you could not let us know earlier and we can still carry out an effective investigation.

Who can make a complaint?

Complaints can be made by patients either on their own behalf or by a representative (with your consent).

What happens next?

The Patient Safety and Quality Manager will acknowledge your complaint within 3 working days to discuss the way forward. Discussion can be face to face but need not be, depending upon what is most convenient for all concerned. Your complaint will be investigated within an agreed timescale (we aim to do this within 10 working days) and you will be kept informed of progress. Please make us aware if you require any specific assistance with your complaint such as translation services, documents in large print etc.

Where your complaint involves more than one organisation we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this.

What other options do I have?

Complaints can be directed to NHS Kent and Medway Patient Experience team rather than the practice if you do not feel you can approach the Practice and they may undertake the complaint handling or in some cases, with your consent, may refer the complaint back to the practice. They are obliged to notify the practice about any complaints it receives with your consent.

Patient Experience Team
2nd Floor, Gail House
Lower Stone Street
Maidstone Tel: 01634 335095 (option 7)
Kent ME15 6NB Email: kmicb.patientexperience@nhs.net

And finally…..

Once the investigation has been concluded, a letter will be sent to you setting out how we investigated your complaint as well as details of the actions taken as a result of our findings. We hope that your complaint will be resolved at this stage but, if not, we may invite you to discuss what else might be done. If you remain unhappy, we will write to advise you that we are satisfied with the way the complaint has been investigated and to provide you with details of the Parliamentary and Health Service Ombudsman to whom you will then have recourse. 

Patient Participation Group Details

Contact Name: Supreet Kaur - Email: info.wmp@nhs.net info.wmp@nhs.net

You can contact Supreet should you wish to join the PPG or if you would like a topic of discussion raised with the committee members at the next meeting. This is, however, not an appropriate forum for discussing individual complaints.

Who can help with your complaint?

The Advocacy People

This is an Independent Advocacy Service which is available to support you and represent your views when making a complaint— they can accompany you to meetings to discuss your complaint and provide support or an interpreter.

• The Advocacy People, PO Box 375, Hastings, East Sussex, TN34 9HU
• Tel: 0330 440 9000
• Other ways to contact The Advocacy People

If you remain dissatisfied with the response from the Practice (or NHS England where your complaint was investigated by them) then you have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remain outstanding.

Parliamentary and Health Service Ombudsman

• Citygate, 47-51 Mosley Street, Manchester, M2 3HQ
• Tel: 0345 015 4033
• Other ways to contact the PHSO

Whitstable Medical Practice recognises that patients who complain about care or treatment received have every right to expect a prompt, open, constructive and honest response including an explanation and, if appropriate, an apology.  We understand the importance of listening to patients and making changes when things have not gone as they (or we) would wish.

Whitstable Medical Practice works from three surgeries:

• Estuary View Medical Centre
• Whitstable Health Centre
• Chestfield Medical Centre. 

Please address any complaints to:

The Patient Safety and Quality Manager
Estuary View Medical Centre
Estuary View Business Park
Boorman Way
Whitstable                    
CT5 3SE

Tel:  01227 284300
Email:  info.wmp@nhs.net