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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 understand your experience and hear your views about the services you have received.
Please tell us what we do well, where we may not have met your expectations, and any suggestions you may have for improving our services. By listening to patient feedback, we can continue to develop and improve the care and service we provide.
Talk to us
Every patient has the right to provide feedback, raise a concern, or make a complaint regarding the treatment, care, services, or administration they have received from Stanford Medical Centre.
In addition, patients have the right to raise concerns or make a complaint about how their personal information has been collected, used, shared, stored, or otherwise processed by the Practice.
We understand that we do not always get everything right. By telling us about the issues you have encountered, we can investigate your concerns, learn from your experience, and work to improve our services and patient experience.
All complaints, including those relating to the processing of personal data, will be managed in accordance with the Practice's Complaints Procedure. We will acknowledge, investigate and respond to complaints fairly, openly and within the applicable timescales.
This procedure does not deal with matters of legal liability or compensation, nor does it affect your right to seek compensation through legal channels where appropriate.
If you are dissatisfied with the way we have handled your personal information, we encourage you to raise your concerns with the Practice in the first instance so that we have the opportunity to investigate and resolve the matter. If, following our response, you remain dissatisfied, you have the right to seek further action, details of which can be found below.
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 England investigates your complaint.
They will contact us on your behalf.
NHS England, PO BOX 16738
Redditch
B97 9PT
03003 112233
Visit the NHS England website
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:
- 03000 616161
- Visit the CQC website
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 acknowledge all complaints within three business days.
- We will aim to investigate and provide you with the findings within 3 months, however if the matter is complex and requires longer to respond fully, we will update you every 20 working days thereafter.
- We will aim to close all complaint cases within 6 months from the date the complaint was first raised.
If the Practice has not replied within six months (starting from the date the complaint was made or from a later date that has been agreed with the complainant), then the complaints manager will write to explain the delay.
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
For matters relating to data protection law and patient information:
Make a complaint to the Information Commissioner's Office (ICO) website