Comments, suggestions, complaints and feedback

We work hard to do our best for our patients but are far from perfect. We are delighted to hear when things go well (a little praise goes a long way) but also welcome suggestions as to how we might improve. Feel free to raise things with any member of staff in the first instance, though our Assistant Manager Mrs Marsha Raynes is a good point of contact. There are an increasing number of national and local surveys coming to our patients asking about the quality of their local GP Practice.  If you would have anything negative to say we’d rather you came and told us directly so we can try to improve!

We do have a formal complaints procedure but would hope that informal discussion would answer any concerns you have.

It is important to note that we do not discriminate, in any way, against patients who have made a complaint.

formal complaints' procedure

We always try to give you the best service possible, but there may be times when you feel this has not happened. The following explains what to do if you have a complaint about the services we provide for you.

Our practice procedure is unable to deal with questions of legal liability or compensation. We hope you will allow us to look into and, if necessary, put right any problems you have identified or mistakes that have been made.

If you use this procedure it will not affect your right to complain to the Rotherham Primary Care Trust. Please note that we have to respect our duty of confidentiality to patients.

If you wish to make a complaint, please telephone or write to one of our managers, Mrs Margaret Holmes or Mrs Marsha Raynes. They will then take full details of your complaint and decide how best to undertake the investigation.

We think it is important to deal with complaints swiftly: if a meeting is requested you will normally be offered an appointment within seven days. Occasionally, if we have to make a number of enquiries, it may take a little longer, but we will keep you informed. You may bring a friend or relative along with you to the meeting.
We will try to address your concerns fully, provide you with an explanation and discuss any action that might be needed. We hope at the end of the meeting you will be satisfied that we have dealt with the matter thoroughly. However, if this is not possible and you wish to continue with your complaint you will see from the following the steps available to you.

Informal Complaint
Verbal complaints can be made to any doctor or member of staff regarding any aspect of the practice.

You can complain informally in person or by telephone; if you prefer to complain directly to the practice managers, they will be happy to see you.

All complaints will be passed on to the relevant departments to inform them of problems and to modify systems and make improvements where possible.

Formal Complaint
The formal procedures exist for occasions when complaints are not satisfied by the informal procedures or where the complainant feels an informal complaint is not relevant in their case.

Stage 1 (Verbal): These should be made to the practice managers. Details will be taken of the complaint to enable the issue to be investigated fully.
If requested, the result of the investigation and any resulting outcomes will be communicated in writing to the person making the complaint, as long as this does not break any conditions of confidentiality.

Stage 2 (Formal): If not satisfied with the above, a meeting with the practice managers and a GP partner will be arranged. Minutes will be taken at the meeting. A set of actions will be agreed, if possible with a timescale agreed for implementation. Minutes of the meeting will be circulated to all parties. A final statement will be communicated in writing to all parties at the end of the agreed period.

A conciliator appointed by the health authority can be invited to facilitate this process.

The health authority will be sent minutes of the meeting and copies of all communications.

Stage 3: If the complainant is not satisfied with the outcome of Stage 2 they should contact Rotherham Primary Care Trust (Stephanie Hopkins) on 01709 302108.
You can contact the health authority at any stage in the process though they will normally refer you back to the practice until you have followed the complaints procedures at the practice.