Here at Monarch Medical Centre, we understand that service users may have concerns about the service they have received from any member of staff at the practice, if this should happen please let us know. The Practice believes that all comments, suggestions and complaints can be useful in helping patients to express ideas and grievances in a constructive way and in helping the practice to monitor standards of performance.
We understand that making a complaint can be stressful at times, so we will do our very best to sort out any problem as quickly and efficiently as possible. Where you are not able to resolve your complaint in this way and you want to make a formal complaint, you should do so as soon as possible after the event, either verbally or in writing to any member of the practice team who will then pass this over to the complaints Lead at the Practice.
A complaint should be made within 12 months of the incident or within 12 months of discovering the problem, giving as much detailed information as you can to help the practice Investigate the concerns raised.
Complaining on behalf of someone else:
If you want to make a complaint on behalf of someone else we must have their consent. There is a form that will need to be filled out and signed by the patient, please ask the reception team for this form. We understand that in some circumstances some patients will not be able to sign such forms (because of a medical problem)therefore, we will try to decide if it is within the best interest of the patient.
What we will do:
Once we have received the complaint we will aim to acknowledge the complaint within 3 working days.
We will try to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you wish to do so
- Where appropriate, make sure you receive an apology
- See what we can Identify so the problem does not happen again
Once we have investigated the concerns raised, we aim to inform the complainant of the outcome within 28 working days from the date of receiving the complaint.
If the complainant is not satisfied with the response, we will organise a meeting to discuss the matter further.
If for some reason we are unable to resolve the concerns raised, at this stage the complainant can take the matter to Patient Services (PALS) who will assist them through the process.
Other organisations that can assist you in your complaint at this stage are:
PO BOX 16738
The Parliamentary and Health Service Ombudsman
SW1P 4 QP
If you are sending in a complaint, please address this to:
Monarch Medical Centre
65 Cross Lane
Telephone: 0161 723 0123