Complaints and Comments
Complaints
Complaints and Comments
We aim to provide the best possible standards of care and service at all times. To help achieve this we value the comments and suggestions made by our patients.
If you have a complaint or comment about the service you have received from the doctors or any of the staff working in this practice, please let us know by putting this in writing to either the doctor or our Practice Manager.
Our practice complaints and comments leaflet is available from Reception and on our website (below) and gives you the details of the procedure.
The practice operates a Complaints Procedure as part of the NHS system for dealing with complaints.
We make every effort to give the best service possible to everyone who attends our practice.
However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.
Please complete the form within the Complaints and Comments Leaflet OR complete then form to the right to submit your complaint.
if you are submitting a complaint on behalf of someone else then please complete the third party complaint consent form.
PATIENT FEEDBACK AND USE OF ARTIFICIAL INTELLIGENCE (AI)
We welcome feedback and complaints, and we want to understand your experience in your own words.
We are committed to handling complaints fairly, openly and compassionately, in line with the Parliamentary and Health Service Ombudsman’s NHS Complaint Standards.
Some people choose to use Artificial Intelligence (AI) tools to help write complaints or emails. We understand that these tools can be helpful in organising thoughts or expressing concerns.
However, AI-generated text can sometimes:
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include information that is inaccurate or not relevant;
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use overly formal or legal language;
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make complaints longer or more complex than necessary; or
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make it harder for us to clearly understand your personal experience.
This can occasionally delay our review or mean we need to contact you to clarify the details before we can respond fully.
The most helpful complaints are usually clear and concise, and explain:
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what happened;
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when it happened;
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how it affected you; and
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what you would like us to do to resolve the matter.
A short explanation in your own words is often more helpful than a long or highly formal letter.
If you choose to use AI tools, we recommend that you:
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check the wording carefully to ensure it reflects your own experience;
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remove any information that is inaccurate or not relevant; and
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Take care when including sensitive personal information.
Please be aware that some AI tools may store or use information entered into them.
For further guidance on using AI to support a complaint, you may find this resource from the Parliamentary and Health Service Ombudsman helpful: Using AI tools to help your complaint
If you need support to make a complaint, for example due to language needs, disability, learning disability, or mental health or communication difficulties, please let us know.
We will do our best to support you in a way that works for you.
Feedback
Comments
Your comments and suggestions are important to us, please complete the form on the left to send them to us.
Please note : only use this form for comments about the practice and suggestions as to how we can improve our service to you.
Complaints to NHS England/Local Integrated Care Board
Whilst we make every effort to resolve complaints, there may be instances where you do not feel your complaint has been resolved by us an NHS Funded Organisation. In such instances you may wish to complain to NHS England/ Cambridgeshire and Peterborough Integrated Care System (ICS).
To do this please contact the Patient Experience Team https://www.cpics.org.uk/patient-experience-team
Page created: 04 December 2019