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Complaints Process
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Waterfield House 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.
You can also see how we have listened and responded to patient feedback in our “You Said, We Did” section.
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 Assistant Practice Manager who is also a Complaints Manager, but note this may need to be a booked appointment.
How can I make a complaint?
A complaint can be made verbally or in writing.
A complaints form is available from reception. Additionally, you can complain via our secure online form.
Complaints and the Use of Artificial Intelligence (AI)
We welcome feedback and complaints and want to understand your experience in your own words.
Some patients choose to use Artificial Intelligence (AI) tools to help write complaints or emails. While these tools can be helpful, AI-generated text can sometimes contain inaccurate information, include unnecessary detail, or make it harder for us to understand your personal experience. This may delay our response if we need to seek clarification.
To help us investigate your concerns as quickly as possible, please try to explain:
- What happened
- When it happened
- How it affected you
- What outcome you would like
If you use AI to help prepare your complaint, please check that the information is accurate, relevant, and reflects your own experience. Be cautious when sharing sensitive personal information, as some AI tools may store or use the data entered into them.
If you need support making a complaint due to language, disability, learning disability, mental health, or communication needs, please let us know. We are committed to handling complaints fairly, openly, and compassionately and will do our best to support you in a way that meets your needs.
I want to complain to a third-party
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:
Kent and Medway ICB
- Address: Patient Experience Team, 2nd Floor, Gail House, Lower Stone Street, Maidstone, Kent, ME15 6NB
- Phone: 01634 335095 Option 7
- Email: kmicb.patientexperience@nhs.net
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.
The Complaints Manager will respond to within three business days to acknowledge your complaint. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint
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.
Advocacy support
- POhWER support centre can be contacted via 0300 456 2370
- Advocacy People gives advocacy support on 0330 440 9000
- Age UK on 0800 055 6112
- The Local Council can give advice on local advocacy services
- Other advocates and links can be found on this PHSO webpage.
Further action
If you are dissatisfied with the outcome of your complaint from either ICB or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower, Milbank
London
SW1P 4QP
Citygate, Mosley Street
Manchester
M2 3HQTel:
0345 015 4033
www.ombudsman.org.uk