At The Bloomsbury we aim to provide high-quality care to all our patients. We recognise that sometimes things may go wrong, and patients may wish to raise concerns or make a complaint. We take all complaints seriously and view them as an opportunity to improve our services.

This policy sets out how we manage complaints in line with NHS regulations and guidance.

A complaint can be made by:

• A patient registered at the practice
• A former patient (if the complaint relates to the time they were registered)
• A representative acting on behalf of a patient (with appropriate consent)

Where a complaint is made on behalf of a patient, we will require written consent unless the patient lacks capacity or is a child.

Complaints may relate to:

• Clinical care or treatment
• Staff attitude or behaviour
• Appointment access or delays
• Administrative processes
• Communication issues

Complaints can be made:

• Online form
• Verbally (in person or by telephone)

Contact details:

If a complaint is made verbally, a written record will be created and confirmed with the complainant.

Complaints should normally be made:

• Within 12 months of the incident, or
• Within 12 months of becoming aware of the issue

Complaints outside this timeframe may still be considered where there is good reason for the delay.

We will acknowledge receipt of a complaint within 3 working days.

The acknowledgement will include:

• Confirmation that the complaint has been received
• The name of the person handling the complaint
• An outline of the investigation process
• Expected timescales for response

The complaint will be investigated thoroughly and fairly. This may involve:

• Reviewing medical records
• Speaking with staff involved
• Gathering relevant evidence

Where appropriate, the complainant may be contacted for further information or clarification.

We aim to provide a full written response within, depending on the complexity of the complaint.

The response will include:

• A summary of the complaint
• Findings of the investigation
• An explanation and, where appropriate, an apology
• Details of any actions taken or planned to prevent recurrence

If the investigation takes longer, the complainant will be kept informed.

All complaints are reviewed to identify learning points.

We use complaints to:

• Improve patient care
• Review procedures and systems
• Provide staff training where necessary

All complaints are handled confidentially and in accordance with data protection regulations.

Information will only be shared with those directly involved in investigating the complaint.

If the complainant is unhappy with the response, they may escalate the complaint to:

Parliamentary and Health Service Ombudsman (PHSO)
Visit the Ombudsman website
Telephone: 0345 015 4033

Alternatively, patients can seek support from:

NHS Complaints Advocacy Service (via local providers)

We understand that making a complaint can be difficult. Support is available through independent advocacy services to help patients raise concerns.

We are committed to dealing with complaints fairly. However, where behaviour is unreasonable, persistent, or abusive, we may take appropriate action in line with our practice policies.

The Practice Manager is responsible for:

• Managing complaints
• Ensuring timely responses
• Recording and monitoring complaints
• Reporting learning outcomes

Review Due: March 2027