DNA (Did Not Attend) Policy
Due to an increase in the number of wasted appointments through patients failing to attend without informing the surgery it has become necessary to implement the following policy: If you fail to attend for three consecutive appointments you may be removed from this practice list and will have to find an alternative practice. If you cannot attend your appointments for any reason, please let us know as soon as possible; we can then offer the appointment to someone else.
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
HOW TO COMPLAIN
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the practice manager (you can use the attached form). He/she will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
COMPLAINING ON BEHALF OF SOMEONE ELSE
We keep strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this. A Third Party Consent Form is attached.
WHAT WE WILL DO
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 30 working days of the date it was received. If we expect it to take longer we will explain the reason for the delay and tell you when we expect to finish. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.
You will receive a final letter setting out the result of any practice investigations
Complaints Brochure 2017
Making a complaint - a visual guide
TAKING IT FURTHER
If you remain dissatisfied with the outcome you may refer the matter to:
NHS Ombudsman via http://www.ombudsman.org.uk/
Helpline number: 0345 015 4033
Fax: 0300 061 4000
Post: Millbank Tower, Millbank, London W1P 4QP/
Pages reviewed: October 2017 rc