How to complain – guidance for clients
We hope that you feel satisfied with the care and service you receive at Newcastle Premier Health. However, if you have a complaint or concern about the service you have received from a doctor or any of the staff, please let us know. We consider customer feedback to be a valuable tool for service improvement, and we will make every effort to consider your complaint carefully and act upon it in the manner we feel most appropriate.
What you should do:
We aim to resolve most problems quickly and efficiently at the time that they arise. Wherever possible this will be through face- to-face or direct communication with the client concerned. You can submit your complaint by telephone call, email or letter addressed to the Business Manager (see below). If you wish to submit a complaint, we please let us know as soon as possible so that we may establish the circumstances quickly and clearly. We are unable to address complaints about care that are submitted more than 12 months (one year) after the episode in question.
Please address any complaints to:
Lesley Lock, Business Manager, Newcastle Premier Health, Lower Ground Floor, Eldon House West, Regent Centre, Gosforth, Newcastle upon Tyne, NE3 3PW
Alternatively you could telephone 0191 6053140 to arrange an appointment to discuss your concerns or email firstname.lastname@example.org.
The Business Manager will explain our complaints procedure to you and will make sure that your concerns are dealt with promptly. We will ask you to be as specific as possible about your complaint, in order that we can fully understand your concerns and take any appropriate action.
Where a complaint is taken verbally, we will also ask for a summary of the complaint to be submitted in writing at the above address. A consent form will be sent if the person making the complaint is not the patient.
Please ensure your written complaint contains the following information:
A statement of what you are complaining about, giving details of when and where it happened, and the names and positions of members of staff involved
What we will do:
Newcastle Premier Health will acknowledge your complaint within five working days, confirming receipt, identifying the main issue(s), and outlining a proposal for the process through which we intend to resolve the complaint. When investigating your complaint we aim to:
Find out what happened, and whether anything went wrong
Complaining on behalf of someone else:
Please note that at all times we adopt the standards set out in the General Medical Council guidance concerning medical confidentiality. Unless the patient is a minor (i.e. aged less than 16 years) we must know that you have their permission to make a complaint on their behalf. A consent form or letter signed by the person concerned will be necessary; where they are incapable (because of illness or infirmity) of providing this then the complaint must be submitted by next of kin or an adult with Lasting Power of Attorney.
If you remain dissatisfied at the end of our local dispute resolution processes, making your complaint to Newcastle Premier Health does not prejudice your right to complain to the Care Quality Commission. Further information can be found at http://www.cqc.org.uk/