Please talk to us.
Every patient has the right to make a complaint about treatment or care they have received at The Meads 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; all out staff are trained to handle complaints effectively.
Alternatively, ask to speak to the complaints manager Tonya Clark who is the Practice Manager, or to Sophie Garroch, the Reception Manager, or to Eilidh Callander our Operations Manager.
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to: sxicb-esx.themeads@nhs.net
Time frames for complaints
The time constraint for bringing a complaint to the Practice 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 complaints manager will acknowledge your complaint within three working days.
We will aim to resolve your complaint within 14 to 28 days, but no longer than 40 days.
Investigating complaints
The Meads Medical Centre will investigate all complaints effectively and in conjunction with current legislation and guidance.
Confidentiality
The Meads Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and any documents are held separately from the patient's healthcare record.
Third party complaints
The Meads 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 Consent form is available from reception.
Final response
The Meads Medical Centre 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 practice policy.
Further actions
If you wish to raise a grievance, but do not want to complain to the Practice, you can complain to the local Integrated Care Board (ICB):
Please write to:
NHS Sussex,
Sackville House,
Brooks Close,
Lewes
BN7 2FZ
or call:
Complaints telephone no: 0300 140 9854 (excluding weekends and bank holidays)
or email:complaints email address: sxicb.complaints@nhs.net
If you are dissatisfied with the outcome of your complaint you can contact:
The Parliamentary & Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel no: 0345 015 4033 (Monday to Friday 8.30am to 5.30pm)
Email: phso.enquiries@ombudsman.org.uk