All complaints will be acknowledged within 3 working days of receipt
and agreement reached with the complainant about the expected
time scale and outcome of the investigation.
- Confidentiality will be respected at all times and the patient’s consent will be sought where complaints are made by anybody other than the patient themselves.
- The practice manager will undertake a thorough investigation of events and seek to address all aspects of a patient’s complaint; taking
advice and where beneficial, arranging meetings with the complainant.
- Where appropriate the practice will invite and co-operate with agencies such as PALS, Healthcare Resolutions or ICAS in order to
achieve a local resolution.
- The practice will also ensure that links are established with Social Services and other agencies to ensure a seamless response to
- Every effort will be made to keep the complainant informed of progress and for a final response to be sent to the complainant by the senior partner within the agreed timescale.
- The practice manager will keep a record of all complaints received together with details of timescales and outcomes. This information
will contribute to the identification of service improvements, staff training needs as well as forming part of the practice’s Annual Report
on Complaints for the PCT.
All GPs are required under their Terms of Service, to participate in NHS Complaints Procedures. The new Complaints Procedures introduced in April 2009 encourages local resolution and a patient centred approach.
The practice understands the importance of listening to patients and making changes when things have not gone as they (or we) would wish.
The practice recognises that patients who complain about the care or treatment received have a right to expect a prompt, open, constructive and honest response including an explanation and if appropriate, an apology.
To ensure all complaints receive thorough and timely investigation and a detailed response aimed at resolving issues to the satisfaction of all parties. Communicate effectively with the complainant, agreeing a way forward for handling their complaint and meeting agreed timescales.
Ensure patients’ concerns are heard and acted upon; encourage and train front line staff to play an active role to resolve issues and where
appropriate, to refer matters to the Complaints Manager in a timely manner.
View patient complaints seriously, identify trends and apply learning to improve services for the benefit of all patients.
Details of the Practice’s Complaints System are published in the Practice’s Complaints Leaflet, and a poster informing patients of the procedure is displayed at the reception desk. Details of the NHS and PCT’s Scheme, the Patient Advice and Liaison Service (PALS) team, Independent Conciliation and Advocacy Service (ICAS) and Healthcare Resolutions will also be made
available to patients.
What happens next?
- This policy is concerned with formal complaints defined as “An expression of dissatisfaction from a patient or their duly authorised representative, or any person who is affected by or likely to be affected by the action, omission or decision the practice, whether justified or not.”
- Complaints will be investigated if they are made within 12 months of the event(s) concerned or within 12 months of there being a discovery that there was a cause for complaint. (The practice may waive these timescales if there is good reason for the complaint not being made earlier and it is still possible to investigate the complaint effectively and efficiently.)
- The complaints process will be managed by the Practice Manager under the Practice’s Complaints Procedures and in accordance with NHS Complaints Regulations. Once all investigations are complete, the practice’s response to the complainant will advise them of their right to request a review by the Parliamentary Health Service Ombudsman should they remain dissatisfied. Contact details will be included. There is no mechanism for referring the matter to the PCT at this stage.
- Where a complaint also identifies issues with another organisation (e.g. a hospital department) the practice will liaise with that organisation in order to respond to all aspects of the complaint. Where the complaint only relates to that organisation, the practice will seek permission from the patient to pass the complaint to that organisation for a response.
- Where patients ask the PCT to investigate their complaint about the practice, the PCT will seek their consent to contact the practice for a
response to concerns; this will in turn be sent back to the PCT to allow them to formulate a full response to the patient.Scope Aims Publishing the Scheme
Click here to download a copy or Privacy Notice.
Summary Care Record
Your Summary Care Record will contain important information about any medicines you are taking, allergies you suffer from and any bad reactions to medicines that you have had.
Giving healthcare staff access to this information can prevent mistakes being made when caring for you in an emergency or when your GP practice is closed.
Your Summary Care Record will also include your name, address, date of birth and your unique NHS Number to help identify you correctly.
You may want to add other details about your care to your Summary Care Record. This will only happen if you ask for the information to be included. You should discuss your wishes with the healthcare staff treating you.
Click here to view a leaflet containing more information.
You can choose not to have a Summary Care Record. You need to let your GP practice know by filling in and returning an opt-out form.
Click here to download an opt-out form. Alternatively, you can fill in the online opt-out form below.
The Orchard Practice CQC Report (3rd March 2022)
During a monthly review of our data
“We carried out a review of the data available to us about The Orchard Practice on 3 March 2022. We have not found evidence that we need to carry out an inspection or reassess our rating at this stage.
This could change at any time if we receive new information. We will continue to monitor data about this service.”