Feedback and complaints

We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.

Giving feedback

To provide feedback:

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:

Leighton Road Surgery
Leighton Road Surgery
1 Leighton Road
Leighton Buzzard
Bedfordshire
LU7 1LB

Grovebury Road
Unit 6, 7, 8
Ridgeway Court
Grovebury Road
Leighton Buzzard
Bedfordshire
LU7 4SF

Complaining on behalf of someone else

We keep strictly to the rules of medical confidentiality. 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.

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.

What we will do

We will acknowledge your complaint within 3 working days and aim to have fully investigated within 10 working days of the date it was received. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again.

You will receive a final letter setting out the result of any practice investigations.

You can if you choose make your complaint directly to:

NHS England
PO Box 16738
Redditch
B97 9PT
Email: England.contactus@nhs.net marked ‘for the attention of the complaints manager’.
Tel: 0300 311 22 33 (Monday to Friday 8am to 6pm excluding bank Holidays.

If you need help in making your complaint you can contact POhWer NHS Complaints Advocacy service, who will assist you. They can be contacted via:

POhWER
PO Box 14043
Birmingham
B6 9BL
Tel: 01582 447109 or 0300 456 2370
Email: pohwer@pohwer.net

If you are not satisfied with the outcome from either the Surgery or NHS England you may refer the matter to:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 0154033
www.ombudsman.org.uk