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Compliments & Complaints


If you would like to comment on any aspect of the service you are happy about please ask at reception for a compliments form. We will collate the information and display the results regularly in the Practice.


Our aim is to provide high quality care and a friendly, efficient service.


Tina Rollings, our Practice Business Manager or Eleanor Butterworth our Deputy Practice Manager are available you wish to make any enquiries about administrative or non-medical aspects of your health and treatment. We run a practice based complaints procedure in accordance with national guidelines and we provide care in an environment of openness, transparency and candour.


If for any reason you are dissatisfied with any aspect of the service provided by Rosegarth & Siddal Surgery and you wish to make a complaint, please ask at reception for a complaints form.


You can download our Complaints Leaflet here.


An annual audit of complaints is carried out within the practice.


Alternatively, should you wish to discuss any aspect of the services provided please ask and we will endeavour to arrange for you to speak with the most appropriate member of staff, in confidence.


The practices carry out an annual patient satisfaction survey.


Complaining on someone else’s behalf


If you are unhappy with the care a relative or friend has received, you may wish to raise your concerns with us directly. We are very happy to receive complaints from a patient’s loved ones. There are though some important points you should be aware of.


We cannot give you any private details about a patient’s care unless they give us their written permission.


 


The duty of Confidentiality also persists after a patient has died. However, the law gives some people access to a deceased person’s medical information. Please seek legal advice for clarity if required.


 


For further details please see our leaflet on Making a complaint on someone elses behalf.



The Health Service Ombudsman


The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:



  1. Getting it right

  2. Being customer focused

  3. Being open and accountable

  4. Acting fairly and proportionately

  5. Putting things right

  6. Seeking continuous improvements


If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman. Tel: 0345 015 4033 Email: phso.enquiries@ombudsman.org.uk Write: Millbank Tower, Millbank, London SW1P 4QP.


 


 

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