View our full complaints policy, leaflet and complaints form here.
Grimethorpe Surgery
Reviewed 20/12/23
Review due 20/12/24
PRACTICE COMPLAINTS PROCEDURE
Procedure Written by
Review Annually
Responsibility for review Doctors, Nurses or Practice Manager
Review dates Reviewed by
Reviewed October 2017
Reviewed 22/11/18
Reviewed 23/11/19
Reviewed 30/11/20
Reviewed 2/12/21
Reviewed 22/12/22
Reviewed 20/12/23
By Dr JEC Bennekers, name change and readability improved and easier
navigation of document enabled.
Dr J.E.C. Bennekers
Dr J.E.C. Bennekers
Dr J.E.C. Bennekers
Dr J.E.C. Bennekers
Dr J.E.C. Bennekers
Grimethorpe Surgery
Reviewed 20/12/23
Review due 20/12/24
INTRODUCTION
This procedure sets out the Practice’s approach to the handling of complaints and is intended
as an internal guide which should be made readily available to all staff. A leaflet for patient
use is given at Appendix A.
PROCEDURE
1. General provisions
The Practice will take reasonable steps to ensure that patients are aware of:
(a) The Complaints Procedure;
(b) The role of NHS England (South Yorkshire and Bassetlaw) Oak House, Moorhead Way,
Bramley, Rotherham, S66 1YY and other bodies in relation to complaints about services under
the contract; and
(c) Their right to assistance with any complaint from independent advocacy services
The Practice will take reasonable steps to ensure that the complaints procedure is accessible
to all patients
2. Receiving of complaints
The Practice may receive a complaint made by, or (with his/her consent) on behalf of a
patient, or former patient, who is receiving or has received treatment at the Practice, or:
(a) Where the patient is a child:
(i) By either parent, or in the absence of both parents, the guardian or other adult who
has care of the child,
(ii) By a person duly authorised by a local authority to whose care the child has been
committed under the provisions of the Children Act 1989; or
(iii) By a person duly authorised by a voluntary organisation by which the child is being
accommodated
(b) Where the patient is incapable of making a complaint, by a relative or other adult who has
an interest in his/her welfare
Grimethorpe Surgery
Reviewed 20/12/23
Review due 20/12/24
3. Period within which complaints can be made
The period for making a complaint is:
(a) Six months from the date on which the event which is the subject of the complaint
occurred; or
(b) Six months from the date on which the event which is the subject of the complaint comes
to the complainant’s notice (provided that the complaint is made no later than 12 months
after the date of the event).
GPs and / or complaints managers have the discretion to extend the time limits if the
complainant has suffered particular distress that prevented them from acting sooner. When
considering an extension to the time limit, it is important that the GP or manager take into
consideration that the passage of time may prevent an accurate recollection of events by the
clinician concerned or by the person bringing the complaint. The collection of evidence,
Clinical Guidelines or other resources relating to the time when the complaint event arose
may also be difficult to establish or obtain. These factors may be considered as a suitable
reason for declining a time limit extension.
4. Complaints handling
The practice will nominate:
(a) The Practice Manager is responsible for the operation of the complaints procedure and the
investigation of complaints; and
(b) A Partner, or other senior person associated with the practice, to be responsible for the
effective management of the complaints procedure and for ensuring that action is taken in
the light of the outcome of any investigation
5. Action upon receipt of a complaint
Complaints may be received either verbally or in writing and must be forwarded to the
Complaints Officer (or his/her stand-in if the Complaints Officer is unavailable), who must:
– acknowledge in writing within the period of three working days beginning with the day on
which the complaint was made or, where that is not possible, as soon as reasonably
practicable.
– ensure the complaint is properly investigated
– within the period of 20 working days beginning with the day on which the complaint was
received by the Complaints Officer where that is not possible, as soon as reasonably
practicable, the complainant must be given a written statement of the investigation and its
conclusions or, where this is not possible, an update
Grimethorpe Surgery
Reviewed 20/12/23
Review due 20/12/24