Complaints Procedure

Here to listen

Stanford Medical Centre is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you received. Tell us what we do best, where we do not meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers. 

Talk to us

Every patient has the right to make a complaint and provide feedback regarding the treatment or care they have received at Stanford Medical Centre.

We understand that we 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.

This procedure does not deal with matters of legal liability or compensation but neither does it affect your right to seek compensation in law.

Who to talk to

Most complaints can be resolved at local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints.

Alternatively, you may ask to speak to a member of our management team.

A complaint can be made verbally or in writing via our online form or letter. You can also telephone us on 01273 557411

Postal address: FAO: Complaints Team, Stanford Medical Centre, 175 Preston Road, Brighton, BN1 6AG 

If for any reason you do not want to speak to a member of our team, then you can request that NHS Frimley ICB investigates your complaint.

They will contact us on your behalf.

NHS Frimley ICB
Aldershot Centre for Health
Hospital Hill
Aldershot
Hampshire
GU11 1AY

Tel: 0300 561 0290
You can also visit the NHS Frimley ICB website to find other ways to contact them

If you have a genuine concern about a staff member or regulated activity carried out by this practice then you can contact the Care Quality Commission on 03000616161 or visit the CQC website for more details

Time frames for complaints

The time constraint for bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter which you wish to complain.

The complaints team will respond to all complaints within three business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Stanford Medical Centre will investigate all complaint effectively and in conjunction with extant legislation and guidance. 

The Practice will:

• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if requested
• Make sure you receive an appropriate apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again

Confidentiality

Stanford Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient healthcare record.

Third party complaints

Stanford Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. Please note this is applicable to all those who are over the age of 16.

Final response

Stanford Medical Centre will issue a formal response to all complaints which will provide full details and the outcome of the complaint. 

Advocacy support

• POhWER support centre can be contacted via 0300 456 2370
• Advocacy People gives advocacy support on 0330 440 9000
• Age UK on 0800 055 6112
• Local Council can give advice on local advocacy services
• PALS on 01273 664 511

Further action

If you are dissasfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to:

Parliamentary Health Service
Ombudsman (PHSO)
Milbank Tower
Milbank
London
SW1P 4QP
0345 015 4033
or visit the Ombudsman website for further information