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Breakspear Medical Group staff work hard to make your
time with us relaxed, informative and as stress-free
as possible. |
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With our commitment to work hard to make your time with us as relaxed, informative and as stress-free as possible, we are continually striving to improve our standards and to provide an ever-improving service.
With that in mind, we ask you to help by completing a patient questionnaire regarding the care you have received at Breakspear. Your ratings and comments will be treated in the strictest confidence and will assist us in our efforts to improve our delivery of service.
Please print out, fill out and return a Patient Satisfaction survey. Alternatively, next time you're at the clinic, pick up a printed copy and put the completed questionnaire in the return box in the foyer near Reception.
We work towards providing the best service we can and appreciate hearing from our satisfied patients. However, we understand that there may be occasions when the service does not reach the desired standard. In such a situation, we have a complaints procedure.
Should you wish to raise concerns about your nursing and/or medical care within the clinic, in the first instance, please ask the Senior Nurse or his/her deputy and they will do their best to correct the situation or offer an explanation. Problems of a more serious nature will be referred by the Senior Nurse to Dr Monro or Dr Yeoh.
Patient complaints can normally be divided into two categories:
1. Nursing and/or medical
2. Administration and/or laboratory, including the vaccine department
Nursing/Medical
All complaints should be directed to the senior nurse or his/her deputy in the first instance. Problems of a more serious nature should be referred to Dr Monro or Dr Yeoh.
Administrative/Laboratory Complaints
Complaints of a minor nature should be directed to the Department Head or, if unavailable, or a satisfactory conclusion cannot be reached, the matter should be referred to the Quality Manager.
Complaints of a more serious nature should be taken up directly with the Registered Manager:
Mr Alister Monro
Breakspear Medical Group Ltd.
Registered in England 2035350
Registered Office: Breakspear Medical Group,
Hertfordshire House, Wood Lane, Hemel Hempstead,
Hertfordshire HP2 4FD
Tel: 01442 261 333
All complainants must receive a written acknowledgement to their complaint within two working days of receipt of their complaint (unless a full reply can be sent within five working days).
A full response must be made within twenty working days of receipt of the complaint, or where the investigation is still in progress, a letter explaining the reason for the delay is sent to the complainant and a full response made within five days of a conclusion being reached.
The complaints procedure ensures that the complainant receives written confirmation of the stages of investigation and action taken.
Those staff involved in the provision and procedural elements of the complaints procedure are trained in its operation.
A register of complaints, including information on whether or not the complaint was upheld, the results of investigation, the action taken and the resolution of complaints is maintained.
Procedures are in place that enable issues raised in complaints to be learnt from in order to improve practice.
The complaints procedure or information based upon it is accessible to patients and their family members/carers.
Where requested the patient and/or family members or carers are given support in using the complaints procedure.
Where care and treatment are provided to children, staff are aware of the difficulties a child faces in expressing concerns or complaints and how the child should be helped to overcome these.
If for any reason the patient is unable to complain directly to Breakspear Medical Group or feels worried about contacting the organisation directly, there are other avenues available:
If care at Breakspear Medical Group has been funded by the NHS, complaints should be referred to NHS Hertfordshire (formally West Herts PCT) at the following address:
Complaints Department
Charter house
Parkway
Welwyn Garden City
Hertfordshire AL8 6JL
Tel: 01707 367 231
If care at Breakspear Medical Group has been self-funded, complaints should be referred to the Health Service Ombudsman at the following address:
Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London SW1P 4QP
Tel: 0345 015 4033
Website: www.ombudsman.org.uk
If patients are not happy with the reply they have received, complaints can be referred to the Local Government Ombudsman:
The Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 0300 061 6014 or 0845 602 1983
Care Quality Commission (CQC)
The CQC is the independent regulator of health care and adult social care services in England.
They are responsible for checking that every care provider registered with them meets important standards of quality and safety. However, the duties assigned by Parliament do not include dealing with individual complaints about a provider’s services. The only exception to this are complaints from people who rights are restricted under the Mental Health Act, or their representatives, about the way staff have used their power under the Act.
Even though the CQC can not look into complaints about health care or social care services, they do accept contact from patients who are dissatisfied with the service they have received.
This is because they can use information when carrying out inspections to make sure the service is meeting important standards of quality and safety. If the provider is found to be falling short of these standards, the CQC have legal powers to force changes to improve the service.
The Care Quality Commission can be contacted as follows:
Care Quality Commission
Citygate
Gallowgate
Newcastle upon Tyne
NE1 4PA
Tel: 03000 61 61 61
Email: enquiries@cqc.org.uk
Website: www.cqc.org.uk
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