Sedlescombe & Westfield Surgeries is always looking for ways to improve the services it offers to patients. To do this effectively, the practice needs to know what you think about the services you receive. Tell us what we do best, where we don’t meet your expectations plus any ideas and suggestions you may have. Only by listening to you can the practice continue to build and improve upon the service it offers.
Complaints procedure
If you have a concern or complaint, we encourage you to discuss it first with the member of staff involved, where appropriate. Many issues can be resolved quickly and informally in this way.
If the matter cannot be resolved, please contact one of our Practice Managers, Kelly or Georgina, at Westfield Surgery on 01424 751609. They will do their best to resolve your concerns and explain the practice’s complaints procedure.
If you wish to make a formal complaint, please let us know as soon as possible, ideally within a few days of the incident. This helps us establish a clear understanding of the circumstances while events are still fresh.
You can make your complaint in writing by letter or by email to [email protected], providing as much detail as possible about your concerns. We will acknowledge your complaint within three working days.
We will then arrange a telephone call or meeting with you to discuss your complaint, agree how it will be investigated, and confirm the expected timescale for completing the investigation.
Our Commitment
When investigating your complaint, we will aim to:
- Establish the full circumstances.
- Provide an apology where appropriate.
- Identify any learning and improvements needed to help prevent the same issue from happening again.
If you are not satisfied with the ways in which the practice has dealt with your complaint, you may wish to contact the NHS Sussex ICB;
- Phone: 0300 140 9854 (excluding weekends and bank holidays)
- Email: sxicb.[email protected]
- Post: NHS Sussex, Sackville House, Brooks Close, Lewes BN7 2FZ
or the local Healthwatch. Email address: [email protected]
ADVOCACY SERVICE FOR NHS COMPLAINTS
This is a national service that supports people who want to make a complaint about their NHS Care or treatment. Your local service can be found on
http://www.pohwer.net/our-services/nhs-complaints-advocacy
OMBUDSMAN
If you have not received a satisfactory response from this practice, your ICB, or NHS England, you can then refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.
You can contact the PHSO directly via their website (www.ombudsman.org.uk) or by calling 0345 015 4033.
PATIENT ADVISORY LIAISON SERVICE (PALS)
PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally. Your local PALS office is: –
Patient Advice & Liaison Service (PALS)
Conquest Hospital
The Ridge
St Leonards on Sea
East Sussex
TN37 7RD
01424 758090
