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Leading the way in patient care......
 

Ash Surgery

Chilton Place
Ash
Canterbury
Kent
CT3 2HD
Telephone: 01304 812227
Fax: 01304 813788

    Suggestions and Complaints

 

Please download our leaflet here

 

We are keen to receive feedback and suggestions on how we have, or have not, met your expectations. It is only in being made aware of any problems or failures that we can act to correct them.

If you have any suggestions or feedback regarding our services please let any member of staff know, or make a note and place it in the suggestions box in the waiting room.

We thank all those patients that have taken part in our NHS Friends and Family Test. It is most encouraging to have so many saying that the are extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

If you have a complaint about care received from any of the doctors or staff working in the practice,  please let us know. It is only by being made aware when things have not gone quite as they should that we can try and correct any problems. We operate a practice based complaints procedure as part of the NHS system of the handling of complaints

 

How to Complain

We hope and expect that many problems can be dealt with quickly and easily, and often at the time that they occur, directly with the person involved. However, if the problem has not been sorted out in this way and you need to make a complaint we would encourage you to contact us as soon as possible- ideally within a few weeks- as this will help us to establish more easily what events occurred. If this is not possible, then do please try and furnish us with details within 6 months of the incident itself, or within 6 months of discovering that you have a problem- provided this is within 12 months of the incident itself.

 

Complaints can be made in person or in writing. They should be made to the practice manager. If you wish to make a complaint by e-mail, please direct this to: CCCCG.ashsurgeryreception@nhs.net This inbox is monitored daily.

It is often a good idea to liaise with the practice manager and arrange a meeting to discuss your concerns. At that meeting, the complaints procedure will be explained and we will ensure that your concerns are dealt with in a timely manner.

 

Our Responsibilities

We will acknowledge receipt of your complaint within 3 working days of receipt, and will aim to have reviewed your complaint within 10 days of your raising it with us. We shall then hopefully be in a position to offer you an explanation, or a meeting with the person or people involved.

In reviewing your complaint we will try and

  • Find out what happened and where things might have gone wrong
  • Enable you to discuss the problem with those concerned
  • Make sure that you receive an apology if this is appropriate
  • Identify changes we might make to ensure no recurrence of the problem.

 

Complaining on Someone Else’s Behalf

We are committed to keeping strictly to the rules of medical confidentiality. As such, if you are complaining on behalf of someone else, we have to know that you have his or her permission. A note which is signed by the person concerned will be needed in such cases.

We are hopeful that our Practice Based Procedures will be used for the vast majority of complaints. We feel that this will give us the best chance to respond directly and frankly, and enable us to make any changes necessary in order to improve our service.

 

Independent Review.

If you are left unhappy with the response, and conciliation is not appropriate, or has been unsuccessful, then you have a right to ask for an independent review of the complaint.

In such circumstances, please write to

NHS England

PO Box 16738

Redditch

B97 9PT

Tel 0300 3112233

Email England.contactus@nhs.net

 

SEAP are an independent Advocacy Service. They are available to support patients and represent their views when making a complaint. They can accompany patients to meetings to discuss their complaints and they can provide support or interpretation.

SEAP

7th Floor, Cavendish House

Breeds Place

Hastings

TN34 3AA

Tel 0330 4409000

 

Finally, if there is still no resolution with the response from the Practice or NHS England, then they have the right to refer their complaint to the Health Service Ombudsman

Parliamentary and Health Service Ombudsman

Millbank Tower

Millbank

London
SW1P 4QP

Tel 0345 0154033

Email phso.enquiries@ombudsman.org.uk

 
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