Complaints Policy

We are happy to receive constructive comments, suggestions for improving our service to patients and compliments.

All GPs and staff at the practice use their very best endeavours to give patients the service they expect and to which they are entitled. Nevertheless, inevitably there may be occasions when we do not meet the high standards we set ourselves and we appreciate patients bringing these to our attention.

We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so as soon as possible - ideally within a matter of days. This will enable us to establish what happened more easily.

You can either ask to speak to the complaints manager via 01536 723566 or write to the Operations Manager at the surgery

We will acknowledge your complaint within 3 working days of receipt and aim to have fully investigated and responded within 40 working days of receipt.

The Compliants Process

Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Burton Latimer Medical Centre.

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 complaint; our staff are trained to handle complaints. Alternatively, ask to speak to the Operations Manager.

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

Northants ICB
Patient Experience Team
Francis Crick House
Summerhouse Road
Moulton Park
Northampton
NN3 6BF

• Telephone: 01604 476777
• E-mail: northantsicb.patientexperience@nhs.net

Investigating complaints
Burton Latimer Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality
Burton Latimer Medical Centre 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
Burton Latimer Medical Centre allows a third party 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
Burton Latimer Medical Centre 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
• Local Council can give advice on local advocacy services

Further action
If you are dissatisfied with the outcome of your complaint from either Northants ICB or this organisation then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:

Milbank Tower, Milbank, London SW1P 4QP or Citygate, Mosley Street, Manchester M2 3HQ. Tel: 0345 015 4033

If you wish to leave a compliment regarding one of our staff or clinicians, please email us using our secure online form