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Complaints Policy
In line with DHSC’s NHS Complaints Guidance people can provide feedback, make a complaint, or do both. Feedback can be an expression of dissatisfaction (as well as positive feedback) but is normally given without wanting to receive a response or make a complaint. Please let us know if you have a concern and we will do our best to investigate it as necessary and explain it to you.
If this is not possible and you do wish to make a formal complaint, you can do so in the following ways:
You can raise a concern or complaint
You need to raise your complaint within 12 months of the issue happening, or within 12 months of when you first became aware of the issue happening.
Complaints can be made to us
- In Person: Please visit us at the Practice or dial 01733 556900. One of our Management Team will be able to guide you through the process of how to make a complaint and provide you with a copy of our policy.
- In Writing: Please address your complaint to The Business Manager, Hampton Medical Centre, Unit 6b Serpentine Green Shopping Centre, Hampton PE7 8DR.
How we will deal with your complaint
We will try to resolve most issues promptly at the time they occur.
If however, you wish to raise a formal complaint, we will request that you do so in writing. We will acknowledge your complaint in writing within 3 working days and provide an indication of when we aim to have fully investigated your complaint and responded to it. We will keep you up to date if we need to extend the timesframe for responding.
In dealing with your complaint we will:
- Investigate what happened and what went wrong
- Invite you to discuss your complaint with those staff involved, either in person or by telephone
- Explain the findings of our investigation and apologise, if appropriate
- Identify what we can do to prevent the issue from happening again
- Provide you with a formal written response
NHS complaints advocacy services
There are various services that offer advocacy to people wishing to raise a complaint.
POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER's support centre on 0300 456 2370 for advice.
VoiceAbility gives advocacy support. Call their helpline on 0300 303 1660 for advice or use VoiceAbility's online referral form.
Contact your local Age UK to see if they have advocates in your area. Visit Age UK online or call 0800 055 6112.