Complaints Process

This policy sets out how patients and service users can raise concerns or complaints about the care or service provided by the Practice. The aim is to ensure complaints are handled fairly, transparently, and promptly, with a focus on resolving issues and improving services.

This policy applies to all complaints made about the services provided by the SLM GP LLP. It does not cover complaints relating to independent third-party providers or organisations not directly under the GP’s responsibility.

Principles

  • Accessible – Patients will be made aware of how to make a complaint.
  • Fair – All complaints will be treated seriously, respectfully, and without prejudice.
  • Confidential – Complaints will be handled in accordance with data protection and patient confidentiality requirements.
  • Timely – Complaints will be acknowledged and investigated promptly.
  • Learning – Complaints will be used to reflect on and improve the quality of services.

How to Make a Complaint

Patients can make a complaint:

  • Verbally, during a consultation or at the time of concern.
  • In writing (letter or email).
  • By telephone.

If the patient feels unable to make the complaint themselves, they may nominate a representative, with written consent.

Process

Acknowledgement

All complaints will be acknowledged within 3 working days of receipt, verbally or in writing.

Investigation

The Practice Manager will investigate the complaint in the first instance.

If the complaint involves the Manager, the Clinical Director will handle the matter directly.

SLM GP LLP may seek further information, including a meeting with the complainant if appropriate.

Response

A written response will normally be provided within 28 working days.

If more time is required, the patient will be informed of the delay and given an updated timescale.

Outcomes

The response will include:

  • A summary of the complaint.
  • Findings of the investigation.
  • Any actions taken to resolve or improve services.
  • Information on what to do if the patient is not satisfied.

If the Patient is not Satisfied

As a private service, complaints cannot be referred to the NHS ombudsman. However, if the complaint is unresolved, patients may escalate to:

  • Independent Doctors Federation (IDF) (if a member), or
  • The Care Quality Commission (CQC), which regulates independent healthcare providers.

Details of escalation routes will be provided in the written response.

Record Keeping

  • All complaints will be logged in a complaints register maintained by the Practice Manager.
  • Records will be kept securely and separately from clinical records.
  • Annual reviews will be undertaken to identify learning points.

Review

This policy will be reviewed every 12 months, or sooner if guidance or regulations change.