We are continually looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- fill out a feedback form
- take part in the Friends and Family Test
- leave a review on the NHS website
- phone us on 01332 513283
Making a complaint
To pursue a complaint please contact the assistant practice manager, Mr Ben Kavanagh who is the complaints lead. Mr Kavanagh will deal with your concerns appropriately. Further written information is available regarding the complaints procedure from Reception.
- Please discuss your complaint with a staff member or the assistant practice manager, Mr Ben Kavanagh, complaints lead
- Where the issue cannot be resolved at this stage, please send an email to: ddicb.C81042-reception@nhs.net, addressed to the complaints lead.
- If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days.
- The practice will acknowledge your complaint within 3 days and aim to have looked into your complaint within 30 working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person/s concerned.
- NHS England – Phone: 0300 311 22 33
Postal Address: NHS England, Box 16738, Redditch, Worcester B87 9PT
Email: England.contactus@nhs.net - Please note, during the pandemic, the process may take a lot longer for obvious reasons of prioritising clinical operations. We will let you know what the time frame may be at the time of responding. If there is an urgency with regards to a clinical issue complaint, we will prioritise resolving that first before dealing with the administrative part of a complaint. Thank you for your patience.
If you are a registered patient, you can complain about your own care.
Complaints can be sent in writing to:
Mickleover Medical Centre
Vicarage Road
Mickleover
Derby
DE3 0HA
Complaining on behalf of someone else
We keep to the strict rules of medical and personal confidentiality.
If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient. This is to confirm that they are unhappy with their treatment and that we can deal with someone else about it.
Please ask at reception for a complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident, it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.
Confidentiality
All complaints must be treated in the strictest confidence.
Where the investigation of the complaint requires consideration of the patient’s medical records, the practice manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.
The surgery must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from the patient’s medical records.
The surgery has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.