We welcome all comments on the services provided by Pembroke Surgery.

We are continually looking to turn our patients’ feedback into real improvements in the services we provide. We use it such feedback to focus on the things that matter most to our patients, carers and their families.

We would like to hear from you if you have a suggestion on how we can do things better to improve our patients’ experiences. We’d also like to hear from you if you are pleased with the service you’ve received.

We’ll let the staff involved know and share the good practice across our teams. You may write to us or contact us by phone or complete the feedback form on the website.

We accept however that there may be times when our service does not meet your expectations. If this is the case and you wish to make a complaint, you can in the first instance ask to speak to a member of the Senior Management Team who will try to address your concerns. If you wish to make a formal complaint, you must do so in writing, addressing your letter to the Practice Manager. The Practice operates a formal complaints procedure, a copy of which is displayed in the waiting room.

Our details can be found on our Contact Us page.

Complaints and queries should be addressed directly with the practice first and PALs can be involved if you remain unsatisfied after going through the in-house surgery complaints system.

Make a complaint | BOB ICB

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all users of our services are pleased with their experience. If complaints are made the complainant will be dealt with courteously and promptly so that the matter is resolved as quickly as possible. The Procedure is based on these objectives.

Our aim is to react to concerns in a caring and sensitive manner and we would hope to learn from any comments made.

1. The person responsible for dealing with any complaints, comments, or suggestions about the service which we provide is:

Chantel McCarthy GP Assistant

2. Complaints should be made by the patient/service user, if they are 16 years of age or over, or by someone who has the patient’s permission to make the complaint on his/her behalf. It is important to respect patient confidentiality and, therefore, this consent should be provided in writing unless the patient is too old or too ill to provide it.

3. If a complaint is made over the telephone or at reception, we will listen to the concerns and if it is appropriate, we will offer to refer the complainant onto Chantel McCarthy immediately.

If Chantel McCarthy is not available at the time, then the patient will be advised to list their issues in an email to reception (or a letter sent into the practice) which will be passed to Mrs McCarthy (or a member of the senior management team in any prolonged absence) to help investigate the issues leading to the complaint and aid a full and productive surgery response. Mrs McCarthy (or a surgery representative) will contact the patient within 48 hours by email to acknowledge receipt. If the patient presents in person, advise the patient to email the reception team (or if unable to email a manual complaints form can be completed in person.) In any event if the patient does not wish to deal with any staff member advise that the complaint form will be addressed as soon as possible by our allocated staff member and make sure the patient has added correct contact details for her to respond back to.

4. If the patient complains in writing the letter will always be passed on immediately to : Chantel McCarthy GP Assistant

5. If a complaint is about any aspect of clinical care, it will normally be referred to the appropriate professional, unless the patient does not want this to happen.

6. All complaints
When either a written or verbal complaint, is received by our allocated staff member, she will acknowledge the patient’s complaint in writing as soon as possible but within a maximum of three working days. We aim to investigate the issue and respond in writing within ten working days If appropriate, we may seek to meet the complainant within ten working days of the complaint being received to try to resolve the matter and will consider whether the involvement of an independent conciliator would help with this. If the complainant would like the involvement of a conciliator, the patient can contact the NHS Complaints Advocacy Service supported by Health-watch Reading free.

NHS Complaints Advocacy Service (Berkshire). Telephone 0300 3435735 or alternatively email berkshire@seap.org.uk or write via the following postal address, NHS Complaints Advocacy Service, Pingemead House, Pingemead Business Park, Reading, Berkshire, RG30 3UR.

7. Proper and comprehensive records are kept of any complaint received and the complainant has the right to request access to all written information relating to the complaint.

8. The final response letter from the practice will tell the complainant what to do if they wish to take their complaint further. If the complainant is not satisfied with the result of our procedure, then the role of the Ombudsman will be covered, and contact details included as specified below.

The practice hopes that it has addressed all your concerns fully but appreciates that you may have further questions or comments and would be happy to respond to these – face-to-face if you feel a meeting would be useful.

If you are not satisfied with the response, you have the right to take your complaint to the Health Service Ombudsman. The Ombudsman is independent of government and the NHS. Her service is confidential and free.

If you have any questions about whether the Ombudsman will be able to help you, or about how to make a complaint, you can contact the helpline on 0345 015 4033, email phso.enquiries@ombudsman.org.uk or fax 0300 061 4000. Further information about the Ombudsman is available at www.ombudsman.org.uk.

You can write to the Ombudsman at:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP