Saxon Spires Practice

Northampton Road, Brixworth, Northants, NN6 9WU
West Haddon Road, Guilsborough, Northamptonshire, NN6 8QE

Complaints

We hope that you will be happy with the service we give but occasionally a problem occurs. The surgery wants to offer the best care we can. So please let us know how we can improve it.

 

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Saxon Spires Practice.

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; our staff are trained to handle complaints.  Alternatively, ask to speak to Guilsborough Operations Manager Sarah Berry, Brixworth Operations Manager Julia Collins, or Practice Manager Claire Deare.  

If for any reason you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint. They will contact us on your behalf:

PO BOX 16738

NHS England

B97 9PT

Redditch

03003 112233

[email protected]

A complaint can be made verbally or in writing.  A complaints form is available from reception. Additionally, you can complain via email to [email protected] 

Time frame for complaints

The time constraint on bringing a complaint 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 complants manager, or a member of the management team, will respond to all complaints within three business days. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Saxon Spires Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance

Confidentiality

Saxon Spires Practice will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.

Third party complaints

Saxon Spires Practice 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 patient complaint form is available from reception.

Final response

Saxon Spires Practice 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.

Advocacy support

  • POhWER support centre can be contacted via 0300 456 2370
  • SeAp Advocacy gives advocacy support on 0330 440 9000
  • Age UK on 0800 055 6112

Further actions

If you are dissatisfied with the outcome of your complaint from either NHS England or this practice, then you can escalate your complaint to:

Parliamentary Health Service Ombudsman (PHSO)

Milbank Tower

Milbank

London

SW1P 4QP

Tel: 0345 015 4033

www.ombudsman.org.uk