Introduction
This policy exists to ensure that all our patients (or their representatives) who have cause to complain about their care or treatment can have freely available access to the process and can expect a truthful, thorough and complete response.
The process adopted in our practice is fully compliant with the NHS Regulations (2009) and the Care Quality Commission.
We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned.
However, if your problem cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know as soon as possible
Procedure
Who can a formal complaint be made to?
Complaints should be made to Bretton Park Healthcare by completing the form on our website or by sending an email directly to us using the email address: [email protected]
However, if you wish to make your complaint directly to Cambridgeshire and Peterborough Integrated Care Board, you can use the link below to see more information about making a complaint to Cambridgeshire and Peterborough ICB
Bretton Park Healthcare would encourage our patients to first make their complaint to the practice. However, in the event of anyone not wishing to complain to the practice, they should be directed to the Cambridgeshire and Peterborough Integrated Care Board with the following details:
In those cases where the complaint is made to the Cambridgeshire and Peterborough ICB, the practice will comply with all appropriate requests for information and co-operate fully in assisting them to investigate and respond to the complaint.
Who can make a complaint?
A complaint can be made by, or with consent, on behalf of a patient (i.e. as a representative); a former patient, who is receiving or has received treatment at the Practice; or someone who may be affected by any decision, act or omission of the practice.
A Representative may also be:
- either parent or, in the absence of both parents, the guardian or other adult who has care of the child; 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 a person duly authorised by a voluntary organisation by which the child is being accommodated.
- someone acting on behalf of a patient/ former patient who lacks capacity under the Mental Capacity Act 2005 (i.e. who has Power of Attorney etc.) or physical capacity to make a complaint and they are acting in the interests of their welfare.
- someone acting for the relatives of a deceased patient/former patient.
In all cases where a representative makes a complaint in the absence of patient consent, the practice will consider whether they are acting in the best interests of the patient and, in the case of a child, whether there are reasonable grounds for the child not making the complaint on their own behalf. In the event a complaint from a representative is not accepted, the grounds upon which this decision was based must be advised to them in writing.
Who is responsible at the practice for dealing with complaints?
The practice “Responsible Person” is the Deputy Practice Manager (Practice Manager in the absence of the deputy) or the Practice Lead who is charged with ensuring complaints are handled in accordance with the regulations, that lessons learned are fully implemented, and that no Complainant is discriminated against for making a complaint.
Time limits
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred; or
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.
- We aim to respond to your complaint within 28 days of the complaint. Please note that response time may vary depending on patient demand and capacity. Please accept our sincere apologies in advance for any delays that may occur.
Our Commitment to You
We aim to acknowledge your complaint within 3 working days and give an appropriate response to your complaint within 28 days. The time taken to investigate your complaint will depend on its complexity and the number of people / departments involved. We shall then be in a position to offer you an explanation, or a meeting if that is more appropriate.
When we look into your complaint, we aim to:
Find out what happened and what should have happened.
Make it possible for you to discuss the problem with those concerned if this is your wish.
Ensure the complaint is resolved to your satisfaction.
Make sure you receive an apology, where this is appropriate.
Identify what needs to be done to ensure the problem does not arise again.
Our Principles are:
- To get it right
- To be patient focussed
- To be open and accountable
- To act fairly and proportionately
- To put things right
- To seek continuous improvement
Please complete this form if you want to make a complaint.
Patient Feedback Form
Please note that we can only investigate issues with patient consent. If you are completing this form on behalf of an adult, we require their consent to proceed.