FURTHER ACTION UNDER THE NHS AND SOCIAL CARE COMPLAINTS

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The purpose of this leaflet is to tell you:



Further action


Under the NHS and Social Care Complaints Regulations 2009 complainants you are entitled to complain to either the service provider, in this case the GP surgery, or the commissioner of the service, NHS England. 


If you are still unhappy, you can refer the matter to the Parliamentary and Health Service Ombudsman who is independent of the NHS and government.


In conclusion


We will use your comments and complaints to help improve our services. We welcome your views and also appreciate your comments about excellence in our service too.






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Useful contacts:


NHS England

PO Box 16738

Redditch B97 9PT

Telephone: 0300 311 22 33

Email: [email protected]


The Parliamentary and Health Service Ombudsman

Millbank Tower, Millbank, London SW1P 4QP

Tel: 0345 015 4033

Website: www.ombudsman.org.uk


NHS Complaints Advocacy

POhWER provide a free, independent and confidential advocacy service to support people with their NHS complaint.

P0hWER, PO Box 14043, Birmingham, B6 9BL

Telephone:0300 200 0084

Email: [email protected]

Website: www.pohwer.net

Website:https://www.pohwer.net/lincolnshire

Patient Advice & Liaison Service (PALS)

Tel: 0845 602 4384

Email: [email protected]








FURTHER ACTION UNDER THE NHS AND SOCIAL CARE COMPLAINTS


Littlebury Medical centre

May 2013


A Guide to

Resolving

Complaints



Littlebury Medical Centre

Fishpond Lane

Holbeach

PE12 7DE


Tel 01406 422231

Staff of Littlebury Medical Centre welcome your suggestions, compliments and complaints.



We are constantly striving to improve the standard of our services and your comments will be used positively as a means of improving our standards.

This leaflet is designed to explain how you can register your views and complain if you believe you have not received a proper service.


Minor Criticisms

Minor matters which concern you should be dealt with as and when they arise. These can often be addressed quickly and effectively ‘on the spot’. Please ask to speak to the Supervisor in charge of the particular department. Staff welcome your views and are there to help you and to answer questions.


Minor criticisms not resolved or more serious matters

If your concern is not able to be resolved satisfactorily or the matter is of a more serious nature, please report this to a member of staff who will ensure that it is passed to the Practice Manager who will arrange for your complaint to be registered and fully investigated.


Complaints in writing

You may wish to complain in writing. You may do this by addressing your complaint to the Practice Manager.


Where can I get further advice and help?

We can provide advice on how to make a complaint about the services that Littlebury Medical Centre provides. We will also be able to advise you about possible free sources of support, for example, the local NHS Complaints Advocacy – P0hWER. .


Our response to you

All complaints will be acknowledged within three working days and fully investigated. We have a commitment to answer non-clinical complaints within 10 working days of receipt and 15 working days for serious matters and complaints of a clinical nature. You will be informed in writing of the outcome of the investigation and any action taken.


What is the time limit for making a complaint?

If you wish to make a complaint this should be done as soon as possible. Complaints should normally be made within 12 months of the date


of the event that you're complaining about, or as soon as the matter first came to your attention.


Will I be discriminated against?

You will not be treated any differently because you have made a complaint.


Will my complaint be treated confidentially?

All complaints are treated confidentially. Any disclosure of information is with your consent.


Who to contact

If you have a suggestion, compliment or a complaint about our services, you may let us know by contacting one of the following:


Reception Supervisor

For any comments or concerns you may wish to make, minor criticisms not resolved or for more serious matters contact;


Practice Manager / Assistant Practice Manager

For serious matters and complaints of a clinical nature.


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