Regent Street, Long Eaton, NG10 1QQ.  Tel: 0115 973 7320

Practice Complaints Procedure

As you are all aware the current COVID-19 poses one of the greatest challenges that society has faced in recent times, and we have all had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society. At the practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.

As such, during the current period of emergency measures many routine services will be subject to short notice change and many administrative tasks will be streamlined to ensure that we can focus more of our time and resources on the delivery of care to those that need it the most.

As part of this streamlining of administration tasks, the practice will be changing its complaints procedures, during the period of crisis. As of today, we will now be reviewing complaints on a weekly basis, to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to our practice can be immediately implemented:

  1. Immediate risks to patients or staff
  2. Actual harm to patients or “near miss” incident of high severity
  3. Urgent safeguarding concerns
  4. Criminal action

Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain. We appreciate your understanding whilst our practice is dealing with unprecedented demand.

If you have a complaint please see the complaints form below which can be submitted directly to the practice.

Please note – if you are making the complaint on behalf of another patient, please print out the Complaints Form and hand the filled in form to reception. This is because we will need the patients written or verbal consent for you to make the complaint on their behalf, and therefore cannot accept the complaint via the website.

If you wish to discuss a complaint further please contact the practice.

If you do not wish to make your complaint direct to the practice you can contact NHS England by telephone on 0300 311 2233, by e-mail at england.contactus@nhs.uk or by post to NHS England, PO Box 16738, Redditch, B97 9PT.

There is a Patient Advice and Liaison Service, set up to focus on improving the services offered to NHS patients. The service aims to provide information on NHS services, listen to your concerns, suggestions or queries. Help to sort out any problems quickly on your behalf. You can contact the PALS team by telephone on 0800 783 7279.

Moir Medical Centre Complaints Form

 

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