Most issues can be resolved quickly and easily, often at the time they happen and with the person involved.
If you cannot resolve the issue in this way, you can make a formal complaint.
Who can make a complaint?
If you are a registered patient with our practice you can make a complaint about your own care.
You can complain on behalf of someone else if you have their written consent. Please see below what you will need to do.
Making a complaint on behalf of someone else.
To make a complaint for someone else, you will need their written consent. They will need to confirm that they are unhappy with their treatment and that they allow the practice to deal with someone else about the issue.
We cannot discuss anything with you until the patient has given us their consent in writing.
We may still need to speak to the patient directly.
This process is in place because we stick to strict rules of medical and personal confidentiality.
When to make a complaint.
It’s best to make formal complaint within a few days of the incident. This will make it easier to confirm what happened.
If this is not possible, you should make the complaint within 12 month of the incident, or of you discovering the problem.
How to make a complaint.
If you are making a formal complaint about the practice, please write to us on:
Operations Manager
Uni-City Medical Centre
159 - 161 Commercial Road
Portsmouth
Hampshire
PO1 1EA
Or you can download a complaints form. Once completed, please email the form to hiowicb-p.unicitypatientexperience@nhs.net
This will then be passed onto the relevant team and we will deal with your concerns appropriately.
We will answer your concerns as soon as possible.
When writing your complaint please include your full name, date of birth, address, and the details of the incident, including dates, time and names of people involved, if you know them.
What happens next?
We will send acknowledge of receipt of your complaint within 3 working days, this may be by post, email or through a phone call.
We will then investigate what has happened and why and what we can improve on.
We will then either reply to you either by phone or in writing.
The points that you have raised in your complaint will be investigated.
We will respond to you within 20 working days We will update you if it is likely to take longer.
Outcome
We will either call or write to tell you the outcome of your complaint.
When we send you the response to your complaint we will also provide you with information on what to do if you remain unsatisfied with the handling of your complaint.
