The Locality Health Centre

68 Lonsdale Avenue, Weston-Super-Mare, North Somerset, BS23 3SJ

Comments & Complaints

COMPLAINTS PROCEDURE

If you have a complaint, comment or concern about the service you have received from the doctors, nurses or any of the staff working in this practice, please let us know.

HOW TO COMPLAIN

We hope that most issues can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your concern cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to find out what happened more easily.

If it is not possible for you to do that, please let us have details of your complaint within 6 months.
Complaints can be accepted after this in exceptional circumstances

Complaints should be addressed to Tricia Blackwell, Practice Manager, who will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly.

It would be a great help if you are as specific as possible about your complaint.

WHAT WE WILL DO

We will acknowledge your complaint within two working days, and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We will then be able to offer you an explanation, and/or a meeting with the people involved.

When we look into your complaint we aim to:

• Find out what happened and what went wrong

• Make it possible for you to discuss the problem with those concerned, if you would like this

• Make sure you receive an apology, where this is appropriate

• Identify what we can do to make sure the problem doesn’t happen again for you or anyone else.

COMPLAINING ON BEHALF OF SOMEONE ELSE

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness) of providing this.

Complaining to NHS England

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our service

This does not affect your right to ask for an independent review, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.

You can contact NHS England Customer Contact Centre:

• Tel:0300 311 22 33
• Email:England.contactus@nhs.net
• Post: NHS England
PO Box 16728
Redditch
B97 9PT