Suggestions and Complaints

 

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We are committed to ensuring that there is a clear and effective process in place that enables patients to complain when dissatisfied with care, treatment and services.

As a member of the public.

If your concern is about the care you have received or that of a loved one, we recommend that you should always speak directly to the practice about this in the first instance.

However, if you feel this is not possible or you do not wish to do so then you can raise a concern by contacting the CCGs’ customer care team via email or by calling 01772 214602 or 01772 214601. Please note that calls to these numbers will be recorded for training and monitoring purposes.

Alternatively, you can also contact the Care Quality Commission, the independent regulator for all adult health and care services in England.

 

Health Service Ombudsman

You also have the right to approach the Health Service Ombudsman. If you have any questions about whether the Ombudsman will be able to help or about how to make a complaint you can contact them via:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

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If you are in need of support with making a compliant you can contact Advocacy Access by Phone: 0345 456 3210

 

As a member of staff

Following the ‘freedom to speak up review’ by Sir Robert Francis, it was recommended that all NHS organisations foster a culture of safety and learning in which staff feel safe when raising concerns.

Practice staff can raise any concerns via the CCGs’ Freedom to Speak Up Guardian, Paul Richardson, who is the CCGs’ Vice Chair and Lay Member for Governance. Contact Paul by email

You can find out more about this role via the CCGs Freedom to Speak Up Policy.

Alternatively, Staff can also raise concerns anonymously via the Care Quality Commission.