COMPLAINTS

We are always pleased to receive suggestions for improving our services and we like getting compliments as well. We hope you will never have cause for a serious complaint but if you do, we have a complaints procedure aimed at the quick resolution of problems. Please initially either speak directly to our reception staff and ask for a complaint form or write to our Practice Manager, Pisterling Tampa via email or letter.

The doctors and staff at Eyano Medical BPC strive to deliver high quality patient care at all times and in all areas of contact with the patient or patient’s representative, and are realistic enough to appreciate that there are times when less than efficient service may be given or instances where the patient is less than happy with the service he has received.

In order to attain and maintain high standards of care, feedback is needed from those to whom the care is delivered, one mechanism is the complaints procedure.

As a patient, you have a right to complain about any aspect of the service with which you are less than satisfied, and the Practice has produced this Complaints Procedure to assist you through this.
Any complaint you wish to make can be accepted either in writing or verbally and should preferably be addressed in either case to the Practice Manager. If you feel the doctor is the most appropriate person to approach, you are free to do so.

If your complaint is written, you will receive acknowledgement within five working days from receipt.
If your complaint is verbal, you will receive written acknowledgement within five working days, with a factual statement of what is perceived to be the complaint.

Any complaint you make will be investigated and you will receive a written report from the Practice as to the outcomes of the investigations and, where appropriate, the steps are taken to ensure the situation does not recur.

If considered appropriate by all parties, you will be invited to attend the surgery to discuss the matter with the Practice Manager and, where appropriate, one or more of the doctors, following which you will receive a written statement from the Practice as to the discussion and the outcome.  Where other parties are involved, you will be kept informed as to the steps being taken to obtain their statements.

The Practice will strive to deal with complaints in a methodical and efficient manner in order to bring about an equitable conclusion. It is sincerely hoped that any complaint you have about the Practice can be dealt with by those responsible for ensuring patient care and delivery of services within the Practice, but there are times when you may feel this is inappropriate or that you need some support the Independent Complaints Advocacy Service (ICAS) can assist you they can be contacted locally:ICAS Office Suite

5 Cumbria House
Penrith
Cumbria
CA11 9FF

or you may not be happy with the results of the complaints procedure. You have the right, therefore to refer your complaint to:
Care Quality Commission
National Correspondence
Citygate, Gallowgate
Newcastle upon Tyne NE1 4PA
Tel: 03000 616161
Fax: 03000 616171

Clinical Commissioning Group (for Patient funded by the Clinical Commissioning Group)

02031823304
02031823309
Ground Floor
Maritime House
1, Linton Road
Barking
IG11 8HG

The Local Government Ombudsman,
PO Box 4771
Coventry CV4 0EH
Tel: 0845 602 1983 or 024 7682 1960
Fax: 024 7682 0001 advice@lgo.org.uk

Independent Advocacy Services

Cambridge House
1 Addington Square
London ,
SE5 0HF
Tel. 020 7358 7000
info@ch1889.org

Health Watch Barking & Dagenham

Telephone: 0203 553 5960
Minicom: 0300 456 2364
Text: send the word ’pohwer’ with your name and number to 81025
Email: pohwer@pohwer.net
Skype: pohwer.advocacy
Fax: 0300 456 2365
Post: PO Box 14043, Birmingham, B6 9BL

Website: www.pohwer.net/london

Complaints form

We have introduced an online complaint tool that allows you to log complaints.

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