Complaints & Feedback
Complaints
Please talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Bottisham Medical Practice.
We understand that we may not always get everything right and telling us about the problem you have encountered will help us to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff or our Practice Manager.
You can email us: admin.bottishammedicalpractice@nhs.net or use our Contact Us Online Service.
You can also write to us at our practice address or use our Complaints & Comments Leaflet and bring it into Reception (paper copies are also available in the waiting room).
If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:
NHS England
PO BOX 16738
REDDITCH
B97 9PT
03003 112233
A complaint can be made verbally or in writing. A complaints form is available from Reception, alternatively you can download the form here, email us at admin.bottishammedicalpractice@nhs.net or use our Contact Us link.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
Our Practice Manager will respond to all complaints within three working days.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We do allow a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
We will provide a final formal response to all complainants which will provide full details and the outcome of the complaint.
Further action
If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at:
Milbank Tower, Milbank
LONDON
SW1P 4QP
Tel: 0345 015 4033