If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria as laid down by the NHS.

How to complain

We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If your problem cannot be resolved in this way and you wish to make a complaint, we would like you to let us know as soon as possible - ideally within a matter of days or at most a few weeks - because this will enable us to establish what happened more easily. If it is not possible to do this, please let us have details of your complaint:

• Within 6 months of the incident that is the cause of the problem; or

• Within 6 months of discovering that you have a problem, providing this is within 12 months of the incident.

Complaining on behalf of someone else. Please note that we keep strictly to the rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have his or her permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this.

What you should do

Complaints should be addressed to:

Mrs Debra Wheatley The Managing Partner, The Spinney Surgery, Ramsey Road, St Ives PE27 3TP, Tel: (01480) 484720, Fax: 0844 477 3683 Email: ManagingPartner@spinney-surgery.org.uk

Alternatively, you may ask for an appointment with Debra Wheatley in order to discuss your concerns. She will explain the complaints procedure to you and will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Our Commitment to You

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we look into your complaint, we aim to:

• Find out what happened and what went wrong.

• Make it possible for you to discuss the problem with those concerned if this is your wish.

• Ensure the complaint is resolved to your satisfaction.

• Make sure you receive an apology, where this is appropriate.

• Identify what needs to be done to ensure the problem does not arise again.

Complaining to the NHS Cambridgeshire Primary Care Trust

We hope that, if you have a problem, you will use our practice complaints procedure to ensure it is resolved. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

This however does not affect your right to approach the local Primary care trust if you feel you cannot raise your complaint with us.

In this instance you should contact:

• NHS Cambridgeshire Primary Care Trust, Complaints Manager, 18 Vinery Road, Cambridge CB1 3DX, Tel: 01223 477760

The Complaints Manager or Department can provide an independent conciliator who is experienced in helping people to resolve differences in a constructive way.

For support and help regarding issues with other NHS organisations, The Patient Advocacy Liaison Service (PALS) provides:

• Advice and support to patients, their families and carers
• Information on NHS services
• Listens to concerns, suggestions or queries
• Help to sort out problems quickly.

If you need to contact someone about this service, Cambridge PALS 0800 279 2535 or 01223 725588, e mail: pals@cambridgeshire.nhs.uk or for Hinchingbrooke PALS service on 01480 416295.

For information and help making a complaint you can contact POhWER who are and Independent Complaints Advocacy Service (ICAS) at Unit 26A, E Space North, 181 Wisbech Road, Littleport, Cambs. CB6 1RA. Helpline number is 0845 4561084

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