Complaints and Feedback
Your feedback is helpful to us to improve our services, we believe that the only way we can improve the quality of the service we provide is by listening to your suggestions.
If you have any positive feedback please let us know this, as it helps us to understand what is working well and what is liked by our patients.
We try to provide the best service possible but there may be times when you feel that this has not happened or that things could have been handled better. If you have a complaint or concern about the service you have received at this Practice, please let us know. We operate a Practice Complaints Procedure as part of the NHS system of dealing with complaints.
How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be resolved in this way and you wish to make a formal complaint, we would like you to let us know in writing as soon as possible, ideally within a few days. If this is not possible, please let us have details of your complaint:
- Within 12 months of the incident that gave rise to the complaint
- Within 12 months of being made aware of the incident
If this is the case, we request that your complaint be addressed to our practice manager at parkwood.info@nhs.net
We hope that prior to you having to write a letter of complaint, the matter can be resolved by discussion. Again, please do not hesitate to raise your complaint with our Management Team in the first instance.
If your feedback form contains any medical information or need clinical assistance, you should make an appointment to see or speak to your GP immediately.
What we will do
We will acknowledge your complaint within three working days and we will advise of our response timeframe in our acknowledgement.
We aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem with us.
- Make sure you receive an apology, where this is appropriate.
- Identify what we can do to ensure the problem does not happen again.
Complaining on behalf of someone else
If you are complaining on behalf of someone else, we have to know that you have their permission to do so. Signed consent will be required, unless they are incapable of providing this.
If you are still not happy with the outcome
If you are still not happy with the outcome you may also contact The Parliamentary and Health Ombudsman
We hope that if you have a problem, you will follow our Practice Complaints Procedure. We believe that this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our Practice.
Alternatively, you can directly complain to Herts and West Essex Integrated Care Board:
NHS Hertfordshire And West Essex ICB
The Forum
Marlowes
Hemel Hempstead
Hertfordshire
HP1 1DN
Telephone: 01992 566122
Email: hweicbwe.patientfeedback@nhs.net
For more information, please see our complaints procedure leaflet: Parkwood Surgery Complaints Leaflet
