Complaints Process
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Rye Medical Centre
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, and this may be the approach you try first. Please speak to a member of staff if you have a problem or ask to speak to the Practice Manager. Where you are not able to resolve your issue in this way, you may wish to make a formal complaint.
How to complain
A complaint can be made verbally or in writing. Additionally, you can complain via email to [email protected]. Ideally, you should submit your complaint within a few days, giving as much detail as you can, as this helps us to establish what happened more easily. In any event, this should be:
- Within 12 months of the incident,
- or within 12 months of you becoming aware of the matter
Time frames for complaints and investigating complaints
The Practice Manager (or nominated representative in their absence) will usually acknowledge all complaints within three business days.
We aim to resolve the matter as soon as possible but will give you some idea of how long that may take at the outset. You will then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.
When looking into a complaint, we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you wish to do so.
When the investigations are complete, a final written response will be sent to you.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Complaining to other Authorities
We hope that if you have a problem with the service you have received, you will speak to us and give us the opportunity to put it right. If you feel you cannot, or if you are not happy with our response, you can contact the following bodies:
NHS Sussex Integrated Care Board (ICB)
Post: Sackville House, Brooks Close, Lewes,
BN7 2FZ
Phone: 0300 1409854
Email: [email protected]
Parliamentary & Health Service Ombudsman.
The Parliamentary and Health Service Ombudsman
Millbank Tower
30 Millbank
London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk
http://www.ombudsman.org.uk/make-a-complaint (to complain online or download a paper form).
You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice:
The local Healthwatch can be found at:
The IHCA is able to be contacted at: http://www.seap.org.uk/services/nhs-complaints-advocacy/
The Patient Advice and Liaison Service (PALS) is based at the Conquest Hospital and can be contacted on: 01424 735629 Monday to Friday 10am – 4pm
