Complaints
We always try to give you the best service possible, but there may be times when you feel this has not happened.
Please note that our GP Practice keeps strictly to the rules of medical confidentiality. If you are raising a complaint on behalf of someone else, we need to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable of providing this due to illness or disability.
If you have a complaint about the service you have received from our practice, please let us know. We operate a Complaints Procedure as part of the NHS system for dealing with complaints. Our complaints system meets national criteria. Please be assured that if you make a complaint, it is our policy to ensure you are not discriminated against, or subjected to any negative effect on your care, treatment or support because of your complaint.
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this time, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If we have not been able to resolve your problem and you wish to make a formal complaint please let us know as soon as possible, ideally within a few days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
We ask that all complaints be put in writing and emailed to (hiowicb-hsi.cghpartnership.complaints@nhs.net) or posted to the practice (Gillies Health Centre, Brighton Hill Parade, Basingstoke RG22 4EH) . If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
Within 6 months of the incident that caused the problem
OR
Within 6 months of discovering that you have a problem, provided this is within 12 months
The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within 40 working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:
- Ascertain the full circumstances of the complaint
- Make arrangements for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what the practice can do to make sure the problem does not happen again
Alternatively, if you do not want to contact the practice directly, or you are unsure what to do or who to contact, please get in touch with the Patient Experience and Complaints Team at NHS Hampshire and Isle of Wight, who will explain the options available and help you decide how you would like your enquiry or complaint to be managed.
The easiest way to contact the team is via email: hiowicb-hsi.patientexperience@nhs.net. Alternatively, you can write to Patient Experience and Complaints, Hampshire and Isle of Wight Integrated Care Board, Omega House, 112 Southampton Road, Eastleigh, Hampshire, SO50 5PB, or call 0300 561 2561 (answerphone facility available).
