Make a complaint
At Severn View Family Practice, we value patient feedback to help us review and improve the services we offer. There are different ways you can send us feedback. Find more information about giving feedback or making a complaint below.
We hope that most problems can be sorted out easily and quickly at the time they arise and with the person concerned. We are happy to discuss any concern you may have and will try to resolve them with you as quickly and amicably as possible.
However, if this is not possible, please ring us and ask for Mrs Kirstie Dunning (Patient Liaison). Kirstie will make sure that your concerns are dealt with promptly. She can also explain the complaints procedure to you.
If your problem cannot be sorted out in this way and you wish to make a formal complaint, please let us know as soon as possible, ideally within a few days of the incident. This will help us to establish what happened more easily. Mrs Susan Bryan (Practice Manager) will be happy to help you and make sure your concerns are resolved.
To make an official complaint in writing, please address these to Mrs Susan Bryan (Practice Manager) or any of the doctors. Alternatively, you may wish to ask for an appointment in order to discuss your concerns.
How to give patient feedback
You can give feedback by contacting the surgery directly by telephone in the first instance or alternatively in writing addressed to the Practice Manager.
What shall we do
We shall acknowledge your complaint within 3 working days and aim to have looked into your complaint within the timescales and an action plan agreed with the complainant. When we look into your complaint, we shall aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem 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 doesn’t happen again.
- Provide you with a written reply.
As part of the complaint procedure we have been asked by NHS England to record the ethnic category of all patients using the NHS procedure. We will therefore give you a pro forma to complete and return. This will of course be treated with the up most of confidentiality. But as you do not need to put your name to it or sign it, you will remain anonymous when the information is passed on.
Time limit for making a complaint
A complaint cannot be made any later than 12 months of:
- The date on which the matter causing the compliant to be made happened.
- If later, the date on which the matter causing the complaint came to the notice of the complainant.
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. We keep strictly to the rules of medical confidentiality. A note signed by the person concerned will be needed unless they are incapable (because of illness) of providing this.
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:
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
Tel No: 0345 015 4033
How to make a complaint about an NHS service
If you’re unhappy with an NHS service, then it’s worthwhile talking about your concerns with us early on, as we may be able to sort it quickly.
If you would prefer to speak to someone else outside of our surgery, then you can contact the Patient Advice and Liaison Service (PALS). This is a free, confidential and independent service that you can use to talk to someone who understands the complaints process and can offer some guidance and support.
Complaining about NHS services
You can find more information about making a complaint about NHS services on the NHS website.