All Polices

Complaints Procedure

Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

 

How do I make a complaint?

If you wish to complain please contact the Practice Manager either in person, by phone or in writing:

Tel: 0115 950 1854

Address: 249 Sneinton Dale, Sneinton, Nottingham, NG3 7DQ

Email: nnicb-nn.c84063@nhs.net

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

 

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences.

 

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Civic Centre

Arnot Hill Park

Nottingham Road

Arnold

Nottingham

NG5 6LU

 

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints – NHS Nottingham and Nottinghamshire ICB

However, please note, patients cannot raise the same complaint with the practice and ICB.

 

Is there a time limit?

A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.

Please remember, the quicker you complain, the easier it will be to investigate the facts.

 

If you are not satisfied with the outcome?

You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033.

For more information see their website www.ombudsman.org.uk

 

Other useful contacts

POhWER, NHS Complaints Advocacy, on 0300 456 2370.  For more information see their website www.pohwer.net

 

Complaint leaflet

Click here to download a copy of our complaints leaflet.

GP Earnings

All GP practices are required to declare the mean earnings (e.g. average pay) for GPs working to deliver NHS services to patients at each practice. The required disclosure is shown below.

The average pay for GP’s working at Greenwood & Sneinton Family Medical Centre in the last financial year before tax, national insurance and superannuation was £42,030.50.  This is for 6 part time (classed as 8 sessions per week or less) GP’s.

However, it should be noted that the prescribed method for calculating earning is potentially misleading because it takes no account of how much time doctors spend working in the practice, and should not be used to form any judgment about GP earnings, nor to make any comparison with any other practice.

 

Named Accountable GP

As is required for all GP practices, every patient has a designated “accountable GP”.

This named GP takes responsibility for the co-ordination of all appropriate and delivery of services for their assigned patients. They will also handle all correspondence received from hospitals and other healthcare services regarding your care, as well as reviewing any repeat medication you have.

Having a named GP does not mean you cannot see any other doctor at the practice. If you need an urgent appointment and your named GP is not available, you may be assigned to another GP for that appointment. You can also request not to see your named GP if you would prefer.

If you are unsure who your accountable GP and would like to know, speak to our reception staff and they will be able to assist.

Countersigning

Doctors at this practice cannot sign passport forms or firearms licenses.