Compliments, Concerns and Complaints

Sometimes things can go wrong, which may result in a patient feeling that they have a genuine cause for complaint. If this happens, we ask that we are given the opportunity to investigate the matter immediately and agree a resolution as quickly as possible.

To have a complaint investigated by us, we ask that you tell us about your complaint within 12 months of the event happening, or as soon as you first become aware of the issue you want to complain about (The time limit to raise a complaint can be extended in special circumstances by agreement).

We make every effort to provide the best service possible to everyone who attends our practice.

Please email your complaints to licb.complaints-beacon@nhs.net

If you need to make a complaint, we need you to follow our Complaints Procedure.  We promise to acknowledge any letter or complaint within 3 working days of receiving it outlining the next steps. Once we have received your formal complaint in accordance with our Complaints Procedure, we promise to investigate the complaint within 30 working days (if additional time is required, we will communicate with you to agree a time extension).

Who can complain?

• Current or former patients, or their nominated or elected representatives (who have given consent).
• Patients over the age of 16 whose mental capacity is unimpaired should normally complain themselves or authorise someone to bring a complaint on their behalf.
• Children under the age of 16 can make their own complaint, if they’re able to do so.

Note: If the patient’s lack capacity to make decisions, their representative must be able to demonstrate sufficient interest in the patient’s welfare and be an appropriate person to act on their behalf.  This could be a partner, relative or someone appointed under the Mental Capacity Act 2005 with lasting power of attorney.

Appropriate person

In certain circumstances, we need to check that a representative is the appropriate person to make a complaint.

• For example, if the complaint involves a child, we must satisfy ourselves that there are reasonable grounds for the representative to complain, rather than the child concerned.
• If the patient is a child or a patient who lacks capacity, we must also be satisfied that the representative is acting in the patient’s best interests.

If we are not satisfied that the representative is an appropriate person, we cannot consider the complaint, we will always give clear reasons for our decision in writing to the person raising the complaint.

Complaining on Behalf of Someone Else

We maintain strict rules of medical confidentiality. Therefore, if you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.  A Third-Party Consent Form must be completed in advance of making the complaint wherever possible.

Time limits

A complaint must be made within 12 months, either from the date of the incident or from when the complainant first knew about it.

The regulations state that a responsible body should consider a complaint after this time limit if:

• the complainant has good reason for doing so, and
• it’s still possible to investigate the complaint fairly and effectively, despite the delay.

Procedure

There are two stages in our complaint’s procedure. We will always try to deal with your complaint quickly. However, if it is clear that the matter will need a detailed investigation, we will tell you and keep you updated on our progress.

Stage one – Early, local resolution

• We will look to resolve your concerns within 2 working days wherever possible.
• If you are dissatisfied with our response, you can ask us to progress your concern to a complaint.

Stage Two – Investigation of your complaint

• We will look at your complaint at this stage if you have told us you are dissatisfied with our response at Stage One.
• We will acknowledge your complaint within 3 working days of receiving it.
• We will advise you of our decision as soon as possible. This will be no more that 30 working days unless there is clearly a good reason for needing more time and we will communicate with you to agree a time extension.

Taking your complaint further

You can make your complaint to NHS England as commissioner of the GP services in England or you can complain to the Ombudsman.

They make final decisions on complaints that have not been resolved by the NHS in England and UK government departments and other public organisations. They do this fairly and without taking sides. Their service is free.