Here at Park Lane Surgery your feedback is valued and appreciated. We are always looking to improve our service where we need to, but also to pass on praise when good feedback is received.
We would love to hear your valued feedback.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Giving feedback
To provide feedback:
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01332 552 461
Making a complaint
We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.
Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.
The period for making a complaint is normally:
- 12 months from the date on which the event which is the subject of the complaint occurred
- 12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice
If you are a registered patient, you can complain about your own care.
Complaints can be sent in writing to:
Park Lane Surgery
Park Lane Surgery
2 Park Lane
Allestree
Derby
DE22 2DS
Any compliment received will be shared with the relevant department. Hearing about your positive experiences with our clinicians, nurses or reception team would be extremely valuable to us here at Park Lane Surgery.
If however you wish to make a compliant, please see details below for more information on our compliments and complaints procedure
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:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- 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.
- Phone: 0345 015 4033
- Email: phso.enquiries@ombudsman.org.uk
- Write: Millbank Tower, Millbank, London SW1P 4QP.
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.
GP patient survey
For more information about GP Patient Survey and how they are run, please visit the GP Patient Survey website.
Healthwatch
For more information about Healthwatch, please visit www.healthwatchderby.co.uk.