COMPLAINTS PROCEDURE

Records Management Code Of Practice

 

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Andover PCN.

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 Ann Gregory, Andover PCN 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:

NHS England
PO BOX 16738
Redditch
B97 9PT
03003 112233

england.contactus@nhs.net

A complaint can be made verbally or in writing.  A complaints form is available from reception. Additionally, you can complain via email to whccg.andoverpcn@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 Andover PCN Manager will respond to all complaints within three business days.

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

Andover PCN will investigate all complaints effectively and in conjunction with extant legislation and guidance.  

 

Confidentiality

Andover PCN 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

Andover PCN 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

Andover PCN will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.

 

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 NHS England or this organisation, then you can escalate your complaint to:

Parliamentary Health Service Ombudsman (PHSO)
Milbank Tower
Milbank
London
SW1P 4QP

Tel: 0345 015 4033

Ombudsman website

 

Complaints Procedure

Andover Primary Care Network - Complaints Procedure - September 2022

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