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Annual Complaints Review 17/18

Greenfield Medical Centre

Annual Complaints Review 17/18

Greenfield Medical Centre conducts an annual complaints review each year

Summary

The complaints review, studies and evaluates the complaints throughout the year in a more detailed fashion and is used as a practice learning tool.

Throughout the year complaints are received and investigated in line with the practice complaints procedure.  Some complaints form the basis of significant events and affect policy and procedure, some help identify training and development needs and others give an indication of patient experience.

Complaints are received in writing, by email and phone.  Some are directed verbally at the clinicians and receptionists and some are received through NHS choices.  Although not strictly complaints the NHS choices media gives valuable feedback and more often than not is used as a forum for the unhappy rather than the happy patient.  Unfortunately most of these posts are anonymous and do not allow for a meaningful dialogue with the patient to further investigate any issues.  We do however respond and invite patients to contact the surgery to discuss their issues further.

Greenfield Medical Centre has 6900 patients.  

Formal written complaints this year = 5

The breakdown of these is as follows:-

  • Complaints written to the practice directly.
  • We recieved 4 written complaints

Non Clinical  2 x complaints

Clinical 1 x complaint

Clinical & Non Clinical 1 x complaint.

All of the complaints were responded too and resolved.  4 of the complaints resulted in a face to face meeting with the parties concerned.  As a practice we actively encouraged this course of action and are always happy to meet with our patients to resolve any issues or concerns.

Complaints to NHS England or other bodies

We had 1 complaint made against us this way.

Clinical X 1

1. Sent directly to NHSE by patient.  Practice liaised fully with NHSE. Review undertaken by clinicians not involved and formal response sent.  There were other health professionals involved not just the surgery.  Response from NHSE was that the practice had acted appropriately and that there was no case to answer.  Months after close of case we were informed that patient had taken to The Health Ombudsman we co-operated fully and have recently been advised that the case is now closed.

Verbal Complaints

The "soft" complaints are taken seriously as those formalised.  The reception staff deal with many forms of "complaint" by patients over the year.  These take form of patients coming to the reception desk after having to wait for their appointment, issues around getting appointments, review dates on repeat prescriptions etc.  The majority are dealt with immediately either by the staff member involved or the senior receptionist, and no further action is required at the time.  However each staff member is asked to bring a complaint (if they have dealt with one) to the reception monthly meeting.  If they feel further discussion should take place.  On occasion the practice manager is asked to call back or speak to patients at the surgery either by the patient themselves or by Drs & staff.  These are pre-empting complaints when a patient may have indicated that they are not happy with and aspect of the service, or the patient has requested.



 
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