Complaints Policy

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Nightingale Valley Practice. 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.

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 Complaints Manager,  Practice Manager or one of the Operations Managers 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, by letter or via our complaints form. A complaints form is available from reception.

It is suggested that PHSO guidance is followed when producing a letter using AI tools.

If you submit a complaint, you will receive acknowledgement of receipt of the complaint within three working days. We will then investigate the complaint before responding to your concerns fully, usually within 10 working days however, this can take up to 40 working days.

As part of our investigations, we need to speak to staff involved. Delays can arise if the staff member has left us, are on annual leave or are sick. If we have still not resolved the concern after working day 40, you will receive an update every 10 working days informing you what is happening.

If you are dissatisfied with our response, you can escalate the complaint to the Health and Parliamentary Ombudsman. Please see the section ‘unresolved complaints’ for further information under our policies.

If you require support in filling out the form by way of a translator, please discuss with a Receptionist as we use a service called ‘Language Line’ to assist with such matters.

Make a complaint

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:

BNSSG ICB
Customer Services Team
NHS Bristol, North Somerset and South Gloucestershire ICB
Floor 2, North Wing 100
Temple Street
Bristol
BS1 6AG

Visit their website for alternative contact methods

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 management team 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. Lengthy, or complex complaints will, by nature take longer to respond to.

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
• Advocacy People
• Age UK
• The Local Council can give advice on local advocacy services ·
• Other advocates and links

Further action

If you are dissatisfied with the outcome of your complaint from either Integrated Care Board (ICB) or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman.