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Noticeboard

Changes to the way you order and collect repeat prescriptions

From Friday 12th July 2019 you will no longer be able to order your repeat medication on the prescription telephone line. When prescriptions are requested over the phone, mistakes are more likely due to either confusion with drug name pronunciation, or errors made when interpreting the verbal request.  Further information can be found in the Spring Newsletter.

 

Complaints

Complaints Procedure

Making a Complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned 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, preferably in writing as soon as possible after the event and ideally within a few days, 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 discovering that you have a problem.

State your case clearly giving as much detail as you can. If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet. We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format providing this covers all the necessary aspects. Send your written complaint to:
Lesley Cassar
Lancaster Medical Practice 
38 King St, Lancaster LA1 1RE

What we Do Next

We look to settle complaints as soon as possible.

We will acknowledge receipt within 3 working days, and aim to have looked into the matter with-in 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to re-solve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete your complaint will be determined and a final response sent to you.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this.

Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed.

Where the patient is incapable of providing con-sent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any is-sue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party and this depends on the wording of the authority provided.

If you are Dissatisfied with the Outcome

You have the right to approach the Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 0154033
Website: www.ombudsman.org.uk

You may also approach PALS for help or advice;

The Patient Advice and Liaison Service (PALS) provide confidential advice and support, helping you to sort out any concerns you may have about the care we provide, guiding you through the different services available from the NHS. The contact details are:

Patient Advice & Liaison Service
Westmorland General Hospital
Burton Road
Kendal
Cumbria
LA9 7RG

Other Useful Contact Details

The Customer Care Team
NHS England
PO Box 16738
Redditch
B97 9PT
Email England.contactus@nhs.net
Tel: 0300 311 2233 (Monday to Friday 8am – 6pm, excluding Bank holidays)

Advocacy Access -

This service offers advocacy support with any NHS or Social Care related issue or complaint.

54 Blackburn Road
Accrington
BB5 1LE
Tel 0345 456 3210
Text phone 07886 744634
Fax 0300 323 0966
www.advocacyaccess.org.uk
contact@advocacyaccess.org.co.uk



 
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