We aim to provide the best possible service to our patients; however, sometimes things do go wrong. If you are not happy with the NHS Healthcare Services you have received please let us know.

We operate an in-house practice complaints procedure and all efforts will be made to ensure our system meets the requirements of the NHS Complaints Procedure of which there are two potential stages:-

Stage 1 Local Resolution
Stage 2 Independent Review (The Ombudsman)

What you should do:-

You may register your complaint orally or in writing to the Practice or with the organisation that commissions Primary Care Services, NHS Hampshire, within 12 months of the occurrence giving rise to your complaint, or from the time that you became aware of the matter.

Whilst we hope you will feel able to contact us in the first instance, contact details are given below for both the practice and NHS Hampshire.

Business Partner (Complaints Manager),
Dr. S.J. Godfrey & Partners,
Totton Health Centre,
Testwood Lane,
Totton,
SO40 3ZN.
Telephone: 02380 865051

Comments and Complaints Unit,
NHS Hampshire,
Headquarters, Omega House,
112 Southampton Road,
Eastleigh,
SO50 5PB.
Helpline Telephone No: 02380 627600
Email: comments&complaints@hampshire.nhs.uk

What will happen:-

If you raise a complaint verbally and it is resolved to your satisfaction within 24 hours (or longer if agreed), then a written report will be kept by the practice on how the matter was dealt with, but no written acknowledgement or other correspondence will be sent to you unless otherwise agreed during the resolution. For record purposes, the matter will be considered closed.

If, however, the complaint is not dealt with to your satisfaction within the period agreed, then the following procedure will apply.

Complaints made or concerns expressed direct to the practice will be acknowledged either orally or in writing within three working days. At this stage, you will be advised how your concern will be handled and a timescale for completion of the investigation and further response will be negotiated with you.

Wherever possible, you will be given the opportunity to meet and discuss your concerns with the Practice Complaints Manager or a Clinician if this is appropriate.

All efforts will be made by the practice to deal with complaints and concerns speedily. You will be kept informed as far as is reasonably practicable of the progress of the investigation.

Once investigations are complete, the practice will send a written response to you. Our response will include a report on the following matters:-

• An explanation of how the complaint has been considered and who undertook the investigation.
• The conclusions reached, including any matters that are identified as requiring remedial action.
• The opportunity to raise any unresolved issues.
• Details of your right to ask the Health Service Ombudsman to undertake an Independent Review of your case (Stage 2).

NHS COMPLAINTS PROCEDURE
STAGE 2
INDEPENDENT REVIEW BY THE HEALTH OMBUDSMAN

If you wish to request an independent review by the Health Ombudsman, contact details are as follows:-

The Health Service Ombudsman,
Millbank Tower,
Millbank,
London,
SW1P 4QP.
Telephone: 0845 015 4033
Email: phso.enquiries@ombudsman.org.uk
Website: www.ombudsman.org.uk

If you require assistance to make a complaint, please contact the Independent Complaints Advocacy Service at the following address:

ICAS,
1st Floor, Clarendon House,
9 – 11 Church Street,
Basingstoke,
Hants,
RG21 7QG.
Telephone: 0845 600 8616 or 01256 463758
E-mail: Basingstoke.icas@seap.org.uk
Website: www.seap.org.uk/icas/localmap.html

ICAS is independent of the NHS and to the best of our knowledge, the service is free.

© Dr S J Godfrey & Partners 2007 - 2012                 Website Design Internet-GP