Practices must have a well-publicised complaints process or the handling and consideration of complaints. This may include:
- information on the practice website
- a leaflet and poster which is the simple version of the policy
- a full working policy for practice staff reflecting the Regulations and local organisation.
A Practice’s arrangements for dealing with complaints must make sure they are:
- dealt with efficiently;
- properly investigated;
- complainants are treated with respect and courtesy;
- complainants receive, so far as is reasonably practical:
- assistance to enable them to understand the procedure;
- advice on where they may obtain assistance;
- complainants receive a timely and appropriate response;
- complainants are told the outcome of the investigation of their complaint; and
- action is taken if necessary in the light of the outcome of a complaint.
To access our Listening Responding Improving leaflet, Practice Based Complaints Policy & Procedure leaflet and poster please click HERE
CQC details its expectations of how a service user can make a complaint and of how complaints are delt with at:
GP mythbuster 103: Complaints management - Care Quality Commission (cqc.org.uk)
BMA Guidance: NHS Complaints Procedure
This link offers guidance and support to doctors who have had a complaint made against them by a patient.
Kent LMC Complaints Handling Resource Pack (Updated 2020)
Please download and print leaflets and posters as required.
MDU Guidance: I've had a complaint
MDDUS: Complaints - Core Principles
Medical Protection: Dealing with Complaints
NHS Choices Guidance: Managing Patient Feedback
Parliamentary and Health Service Ombudsman: Principles for Remedy