How to Complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If this is not possible and you wish to make a complaint, please inform us as soon as possible – ideally, within a matter of days or at most a few weeks. This will enable us to establish what happened more easily. If this is not possible please let us have details of your complaint within 12 months of the incident that caused the problem.
If You Wish Us to Handle Your Complaint
Your complaint should be addressed to Mercedes Mello-Jenkins - Strategic Business Manager. You can complain by:
Calling: 01472 372100
Writing: Woodford Medical Centre, Freshney Green Primary Care Centre, Sorrel Road, Grimsby DN34 4GB
Completing our electronic complaint form or by downloading a paper form.
Alternatively, you may ask for an appointment with Mrs Mello-Jenkins in order to discuss your concerns. She will explain the complaints procedure and will ensure that your concerns are dealt with promptly. To assist with our investigations we would ask you to be as specific as possible about your complaint.
If you wish NHS England to Investigate
You may complain by:
Calling: 0300 3112233 (Monday to Friday, 8 am to 6pm excluding Bank Holidays)
Writing: NHS England, PO Box 16738, Redditch—B97 9PT
PALS — Patient Advice and Liaison Service
North East Lincolnshire Clinical Commissioning Group
Saxon Court, Gilbey Road
North East Lincolnshire
0300 3000 500
What Happens Next
If you write or email us, you will receive a receipt acknowledgement letter or email. If you call or speak to the manager she will ask you how you wish the complaint to be responded to. We strive to investigate and respond to complaint as soon as possible but we acknowledge that sometimes, depending on the nature of the issue, it may take a while to provide an appropriate response and to be in a position to offer you an explanation, or a meeting with the people involved. On investigation we shall aim to:
- Establish what happened and what went wrong;
- Make it possible for you to discuss the problem with those concerned;
- where appropriate ensure you receive a formal apology;
- identify what can be done to avoid the problem recurring.
Complaining on Someone Else’s Behalf
Please note that Woodford Medical Centre is bound by law to keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we need to be sure that you have their permission and therefore we will require the patient’s written consent or legal equivalent.
What to do When you are not Happy with the Outcome
If you are not happy with the explanation provided or the outcome of the investigation, and you have exhausted all other options, you can refer your complaint to:
The Parliamentary and Health Ombudsman
Complaints Helpline: 0345 015 4033
Line opens between 8.30 and 5.30 Monday to Friday.
Fax Number: 0300 061 4000