Complaints Policy

At Wellspring Surgery we try to offer the best possible treatment and care.

You can help us improve the quality of our services by making constructive comments and suggestions. If you are unhappy with the treatment or service you have received from the NHS you are entitled to make a complaint, have it considered, and receive a response from the NHS organisation or primary care practitioner concerned.

Receiving of complaints

The Practice may receive a complaint made by, or (with his/her consent) on behalf of a patient, or former patient, who is receiving or has received treatment at the Practice, or:

(a) where the patient is a child:

  • by either parent, or in the absence of both parents, the guardian or other adult who has care of the child;
  • by a person duly authorised by a local authority to whose care the child has been committed under the provisions of the Children Act 1989;

(b) where the patient is incapable of making a complaint, by a relative or other adult who has an interest in his/her welfare.

What is the time limit for making a complaint?

The period for making a complaint is normally:

(a) 12 months from the date on which the event which is the subject of the complaint occurred; or
(b) 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.

To whom should I complain initially?

If you are unhappy with our services please tell a member of our staff. Often the problem can be sorted out straight away.

However, if this is not the case, or if you prefer not to talk to the member of staff involved in your care, you can contact the Operations Manager:

Operations Manager
Wellspring Surgery
Beam St.
Redfield
Bristol
BS5 9QY

Telephone: 0117 9557711

NHS Procedure

We will acknowledge a written complaint within three working days of its receipt and offer you the opportunity to discuss how the matter will be handled.

We will also ask you what you would like to happen as a result of your complaint, for example, an apology, a new appointment or an explanation. We try whenever possible to speak to you directly about your concerns and may arrange to meet with you to hear first hand your experience.

We will then agree a plan of action and agree a timescale in which we will respond to your complaint.

Your complaint will be fully investigated. This involves finding out what happened and why and, where appropriate taking action to improve services as a result.

If it is not possible to deal with your complaint within the period agreed, we will write to you explaining the reason for the delay. The sooner you make a complaint the easier it is to investigate and the more likely it is the complaint can be resolved.

NHS England Customer Care

The NHS England Customer Care Centre is available to you if you have any complaint query or concern about GP services. The Customer centre provides patients with a helpful contact point and support.

Telephone: 0300 311 22 33
Email: england.contactus@nhs.net
General Post (including complaints):

NHS England
PO Box 16738
Redditch
B97 9PT

Website: www.england.nhs.uk/contact-us/

If you are not satisfied with our response

If you remain unhappy following our response, you can complain to the Health Service Ombudsman. The Ombudsman is completely independent of the NHS and Government. You can contact the Ombudsman at:

The Parliamentary and Health Service Ombudsman
MillbankTower
Millbank
London
SW1P 4QP
Tel: 0845 015 4033

Email: OHSC.Enquiries@ombudsman.gsi.gov.uk
Find Out More

Where can I get further advice and help?

The Independent Complaints Advocacy Service (ICAS) provides advice and support to people who want to complain about the NHS. Details are at www.dh.gov.uk. The telephone number of the local ICAS office is 01225 762723.
Call NHS Direct on 0845 4647 or your local Citizens Advice Bureau.

Keeping your complaint confidential

Any personal data and information collected in relation to your concern or complaint is treated as strictly confidential and only made available to people who are involved in the investigation.

Information about the nature of the complaint is used to monitor the quality of care and may be followed up with the professionals concerned where problems are identified.

The fact that you have complained will not be recorded on your medical records.

The Surgery Patient Privacy notice is available on our website or a copy can be obtained from the Surgery.

Let us know your communication needs

In accordance with The Accessible Information Standard, please let us know your  information and communication needs:

  • I need information in (e.g. large type, braille, easy read).
  • If you need to contact me the best way is (e.g. email, telephone).