If you have a complaint about the service you have received from the doctors or any of the staff working in this practice, please let us know. 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.
We hope that we will be able to resolve any issues that you may raise and we will respond to your complaint in line with the NHS Complaints Procedures
Making a Complaint
Most problems can be sorted out quickly and easily with the person concerned, often at the time they arise, 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.
If you prefer to make your complaint in writing you can address your letter to the Practice Manager at the address below, request a complaints form from the reception desk, fill in the Contact Us Form on our website, or send an email to [email protected]
Send your written complaint to:
Practice Manager
Alton Street Surgery,
Alton Street,
Ross-on-Wye,
HR9 5AB
However if you would like to discuss your complaint our Operation Managers and Patient Service Managers are all trained to assist with complaints and can be contacted on 01989 563646. Alternatively, you can ask to speak to the Practice Manager.
Please give as much detail as you can, as this helps us to establish what happened more easily.
In any event, this should be:
- Within 12 months of the incident,
- or within 12 months of you becoming aware of the matter
Complaining to ICB
We hope that you will use our Practice Complaints Procedure if you are unhappy. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our GP surgery.
If for any reason you do not wish to liaise directly with the Practice, then you can request that the local ICB investigates your complaint, who will contact us on your behalf:
Website: https://herefordshireandworcestershire.icb.nhs.uk/contact-us/complaints
Address: Patient and Stakeholder Liaison Team, NHS Herefordshire and Worcestershire, Kirkham House, John Comyn Drive, Perdiswell, Worcester, WR3 7NS
Telephone: 0300 053 4356 (ask to speak to the Complaints Team)
Email: [email protected]
Complaining on Behalf of Someone Else
We keep to the strict rules of medical and personal confidentiality. Therefore if you wish to make a complaint and you are not the patient involved, we will require the written consent of the patient to confirm that they consent for a representative to act on their behalf.
Where the patient is incapable of providing consent due to illness, accident or mental capacity, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances that prevent this in your covering letter.
In the event the patient is deceased, then we may agree to respond to a family member or anyone acting on their behalf or who has had an interest in the welfare of the patient.
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 circumstances above apply. You may also find that if you are complaining on behalf of a child who is capable of making their own complaint. In both of these cases please complete the following consent form.
We may still need to correspond directly with the patient, or may be able to deal directly with the third party. This depends on the wording of the authority provided.
Third Party Patient Consent Form
What We Do Next
We aim to settle complaints as soon as possible. We will acknowledge receipt of your complaint within 3 working days, and aim to resolve the matter as soon as possible, however we will provide you with a timescale with your acknowledgment. If the matter is likely to take longer than anticipated, we will keep you informed of timescales as the investigation progresses.
When we investigate your complaint, we will aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss what happened with those concerned, if you would like this.
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to make sure the problem does not happen again
When the investigations are complete, you will receive a phone call or a formal written reply, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue.
The final response letter will include details of the result of your complaint and also your right to refer the matter further to the Parliamentary and Health Service Ombudsman (details further below) if you remain dissatisfied with the response.
Need help making a complaint?
If you want help making a complaint, Healthwatch Hounslow can help you find independent NHS complaints advocacy services in your area.
Alternatively, POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.
If You Are Dissatisfied With the Outcome
If you are dissatisfied with the outcome of your complaint you have the right to approach the Parliamentary & Health Service Ombudsman.
Their contact details are: The Parliamentary and Health Service Ombudsman, Millbank Tower, 30 Millbank, London, SW1P 4QP
Tel: 0345 0154033
Website: Parliamentary & Health Service Ombudsman
You may also approach Healthwatch or the Independent Health Complaints Advocacy (IHCA) for help or advice.