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Complaints

good_ratings Our aim is to give you the highest possible standard of service.  Even with the best will in the world, things sometimes can and do go wrong, and we want to know when they do, so that we can quickly put them right for you, and learn from the experience to improve services.

At Haltwhistle Medical Group we operate a practice complaints procedure, which meets national criteria and is part of the NHS system for dealing with complaints.

If you have a complaint  that you would like the practice to investigate please ask to discuss your complaint with the Practice Manager, or put your complaint in writing as detailed below.

All written complaints should be sent to the address below:

Practice Manager

Haltwhistle Medical Group

Greencroft Avenue

Haltwhistle

Northumberland

NE49 9AP

As a Practice we would prefer you to come to us first if you have a complaint so that we have the opportunity to investigate and address it. 

However, if you do not want to complain directly to the Practice you may go directly to the Organisation who commision us to deliver services locally and they will investigate your complaint further with our full co-operation.  From 1st April 2013 responsibility for this moved to NHS England, who can be contacted using the details below

NHS England

PO BOX 16738

Redditch

B97 9PT

 

Tel: 0300 311 22 33

Email: england.contactus@nhs.net

 

You also have the option to refer your complaint to the Parliamentary and Health Service Ombudsman if you continue to remain dissatissfied at the address below:

                        Parliamentary & Health Service Ombudsman

                        Millbank Tower

                        Millbank

                        London

                        SW1P 4QP

 

Tel: 0345 015 4033

Email: phso.enquiries@ombudsman.org.uk

 

We recognise that making a complaint can be quite complicated and lengthy (writing letters, remembering deadlines, keeping notes of phone calls etc.) It can also be upsetting having to think and talk about what has happened, especially if something has gone very badly wrong with your treatment or a relative or friend has died. If you feel you would like extra help at any time, you can contact the Independent Complaints Advocacy Service (ICAS) who support patients and their carers wishing to pursue a complaint about their NHS treatment or Care.

ICAS North East 0845 120 3732

 

 

 



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