Practice Complaints Policy
Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will address any concerns by carrying out a thorough investigation into the matter.
How do I make a complaint?
If you wish to complain please contact Catherine Eyre, Reception Manager on 0115 883 2626, who will deal with your concerns appropriately. If you wish to submit a written complaint, our complaints procedure, including a complaints form can be viewed by clicking here. Please note; completed patient complaint forms should be returned to the Practice directly for investigation.
Alternatively, you may send a written letter to:
F.A.O. The Operations Manager
Castle Healthcare Practice,
Embankment Primary Care Centre,
50-60 Wilford Lane,
West Bridgford,
Nottingham,
NG2 7SD
If you are complaining on behalf of someone else, the Practice needs to know that you have their permission to do so.
What Happens Next?
We will endeavour to acknowledge your complaint within 5 working days and aim to have looked into your complaint within 14 days of the date when you raised it with us. Some complaints may take longer to address but you will be informed of a response time. If this cannot be met, the Practice will keep you informed.
Please be assured making a complaint will not adversely affect your ongoing healthcare at the Practice. We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.
Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.
Is there a time limit?
Within 12 months of the incident that caused the problem or within 12 months from when the complaint comes to your notice.
Please remember, the sooner you provide the Practice with the information, the easier it will be to investigate the facts.
How do I complain to someone Independent if I don’t feel I can contact the Practice directly or if I am dissatisfied with the outcome?
We believe that our internal policy will give us the best chance of putting right whatever has gone wrong. However, this does not affect your right to approach the following organisations if you feel you cannot raise your complaint with us or if you are dissatisfied with the result of our investigation.
Patient Advice and Liaison Service (PALS):
Telephone – 0800 183 0204
Email – nuhnt.PALS@nhs.net
Address –
NUH NHS Trust c/o PALS,
Freepost,
NEA 14614,
Nottingham,
NG7 1BR
Nottingham and Nottinghamshire Integrated Care Board:
Telephone – 0115 883 9570
Email – nnicb-nn.patientexperience@nhs.net
Website – www.notts.icb.nhs.uk
Address –
Civic Centre,
Arnot Hill Park,
Nottingham Road,
Arnold,
Nottingham,
NG5 6LU
Please note that patients cannot raise the same complaint with the Practice and the ICB.
Independent Complaints and Advocacy Service (ICAS):
Telephone – 0300 456 2370.
Website – www.pohwer.net
The Parliamentary Service Ombudsman:
Telephone – 0345 015 4033
Website – www.ombudsman.org.uk
Care Quality Commission (CQC):
Telephone – 03000 616 161
Website – www.cqc.org.uk
Other useful contacts