Complaints Policy

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be:

Within 12 months of the incident,
Or within 12 months of you discovering that you giving as much detail as you can.

If you are a registered patient you can complain about your own care.

Please find a link to download the form below or complete it online. This includes a third-party authority area to enable a complaint to be made by someone else.

You can also provide this in your own format providing this covers all the necessary aspects.

Please address your complaint to:

Julee Moon – Clinical Operations Manager

Ariel Healthcare

59 Fore Street

Chard

TA20 1QA

You can also email: somicb.pm-arielhealthcare@nhs.net

What we do next

We look to settle complaints as soon as possible.

We will acknowledge receipt of your complaint and will offer to discuss how you would like us to take your complaint forward, confirm what outcome you are seeking and agree a reasonable timescale to provide a formal reply. In most cases, this will be within 30 days.

The formal reply may be in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than agreed we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this and make it possible for you to discuss the issue with those involved if you would like to do so.

Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

If you are Dissatisfied with the Outcome

We will do our best to resolve your complaint, however, should you feel that we have not addressed your concerns or are not happy with the outcome, you have the right to approach the Ombudsman.

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

Tel: 0345 015 4033

Website: www.ombudsman.org.uk

You may also approach PALS for help or advice;

The Patient Advice and Liaison Service (PALS) is here to help when you need advice, have concerns or don’t know where to turn.

As a patient, relative or carer, sometimes you may need to turn to someone for help, advice and support. This is where the Patient Advice and Liaison Service can help.

This service is free and confidential. Our aim is to help sort out any problems or concerns you may have when using health services, agree the best way forward to deal with a problem and get it resolved as quickly as possible.

NHS Somerset Clinical Commissioning Group,

Freepost RRKL-XKSC-ACSG,

Yeovil,

Somerset,

BA22 8HR

Telephone us: 08000 851067

Email us: somicb.pals@nhs.net

Download Form

Title

First Name

Last Name

Address

Contact Number

NHS Number (if known)

Date of Birth

Which department/Service is your complaint about

Where did the incident(s) or event(s) happen that led to your complaint? Please be as specific as possible.

When did the incident(s) happen that led to your complaint If more than one date, please specify when the incidents/events occurred. Please give date and time or indicate the time period when they occurred, from and to.

Please describe the circumstances that have led you to complain.

Please include details of: Who was involved? You should confirm whether there are any witnesses and provide their names and contact details if possible. What was said and done? How has it affected you or the patient? What you think the practice failed to do, or did wrongly?

What do you think the practice should do to put things right, please say what outcome you would like to see from this complaint

This could be an apology, explanation, further appointment, a request for the practice to consider changing its processes or, other (please specify)

If there has been a delay in telling us of your complaint, please state why.

If no delay, please enter N/A

How would you like us to contact or reply to you?

Having completed our investigation into your complaint we will respond to the concerns that you have raised. How would you prefer us to contact you?

Letter

Telephone Call

Meeting

I give my consent for you to pass the information contained on this form to the appropriate service/organisations for consideration. I also understand that the appropriate service/organisations may share relevant information in order to complete the investigation into my complaint. I understand that this may include the disclosure of confidential personal information. If you are not the patient making the complaint, you must obtain the patient’s consent to act as his or her representative – please ensure that you tick the box below identifying that you are the complainant.

I consent

Important:

Complaints Policy

What we do next

If you are Dissatisfied with the Outcome