Talk to us.
Every patient has the right to make a complaint about the treatment or care they have received at Bramcote Surgery. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able 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 if you have a concern and they will assist you where possible. Alternatively, ask to speak to the complaints manager, Pam Husband Practice Manager or Lorraine Reception Manager, but note this may need to be a booked appointment. If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
NHS Nottingham & Nottinghamshire ICB Contact our patient information line if you want to talk to someone about local NHS services. You can contact us by phone from 9am to 5pm Monday to Friday (excluding bank holidays) or by email.
Telephone: 0115 8839570
Email: [email protected]
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to [email protected].
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.
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 allow third parties 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 issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Download a Third Party Complaints Form.