We strive to provide the very best possible service to all of our patients, and always welcome your views or suggestions for any improvements.

Suggestions

If you do have a suggestion, please speak with a member of our reception team, or write to us via email / post or telephone.

Whilst we always aim to deliver the very best service to all patients, we realise that there may be occasions when our service to you falls short of our customary standard. If you do have a complaint or concern about the service you have received from the doctors or any of the staff working at Hilltop Surgery, please do let us know.

We hope that most problems can be sorted out quickly and satisfactorily, preferably at the time and with the person concerned. However, if your problem cannot be resolved on the spot we will endeavour to address it on your behalf as quickly as possible, ideally within a matter of days from when you have informed us.

Complaints

Complaints should be addressed to our Practice Manager, Jenny Webster, or to the Health Professional that you see.  Alternatively, you may prefer to ask for an appointment with Jenny to discuss your concerns face to face.

Complaints will, in the first instance, be dealt with by the Practice Manager. If the complaint is made verbally, the complainant will be asked to put the complaint in writing to ensure that an accurate version of events is presented to the GP or member of the staff involved.

Once the initial contact has been made, whether verbally or in writing, the nature of the complaint will be recorded in the complaints log.

The complaint will be acknowledged in writing within 3 working days and it will be explained to the complainant that they can expect a further response once an initial investigation has taken place. The letter will inform the patient of when they can expect a response from us .  A copy of the practice complaints procedure will be sent to the complainant.

The matter will be discussed with the Lead GP (or deputy) and a full internal investigation will take place with the GP or member of staff involved.

The results of the investigation will be put in writing and sent to the complainant and the complaint log will be updated.

If the complainant is not satisfied with the results of the internal investigation they will be invited to attend the surgery, with a friend if he/she wants, to discuss the complaint and the findings of the internal investigation.

Written confirmation of the outcome of the meeting will be sent to the complainant and the complaint log will be updated.

Where necessary the practice will consider any internal action required to ensure a similar incident does not occur in the future.

If the complaint remains unresolved the complainant will be informed of his/her right to pursue the complaint with Healthcare Commission.

The Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

The Patient Advice and Liaison Service (PALS)

PALS has been set up to ensure that the NHS listens to patients, their relatives, carers and friends, answering their questions and resolving their concerns as quickly as possible.

What does PALS do?

• Provide you with information about the NHS and help you with any other health-related enquiry
• Help resolve concerns or problems you may have when using the NHS
• Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
• Provide you with information and help introduce you to agencies and support groups outside the NHS
• Inform you about how to get more involved in your own healthcare and the NHS locally
• Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
• Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services.

Contact PALS in Oldham

If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve, visit the PALS website or call The PALS freephone number 0800 121 4430 .