We are continuously looking to turn patient feedback into real improvements in the services we provide. We use it to focus on the things that matter most to our patients, carers and their families.
Giving feedback
To provide feedback:
- Leave us a Google review
- use the Accurx service
- take part in the Friends and Family Test
- Email us at hweicbenh.receptionwardenlodge@nhs.net
Making a complaint
Making a complaint
We at Warden Lodge Medical Practice endeavour at all times to give our patients the best possible service. If, despite our efforts, you feel that we have failed in some way to achieve the standards we aspire to, we feel that it is in the best interests of all parties that the matter be brought to our attention.
Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned. Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily. In any event, this should be within 12 months of the incident, or within 12 months of you discovering that you have a problem.
We hope that most problems can be sorted out easily and quickly at the time they arise. However, if you do need to make a formal complaint, please let us know in writing as soon as possible, as we cannot investigate complaints that are over 12 months old.
Complaints should be addressed to the Practice Manager or any of the Doctors. We request that all complaints are written so as to ensure that all the facts are correct, this can either be by completing a complaint form which is you can print here (PDF) available at reception, by sending a letter, or by emailing us at hweicbenh.receptionwardenlodge@nhs.net.
You can also download our complaints leaflet (PDF).
Please note: If you submit your complaint by email, we will assume that you are happy for us to send our response, including the details of our investigation, to the personal email address you used.
Please be aware that personal email is not a fully secure method of communication.
If you do not consent to receiving the full complaint response by personal email, please tell us when you submit your complaint. We will then provide the response to you via 1st class post.
What will the practice do?
We will acknowledge your complaint within 3 working days and aim to have fully investigated within 28 days of the date it was received. If we expect it to take longer we will explain the reason for the delay and when we expect to finish our investigation.
When reviewing your complaint we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned if you would like to
- Ensure you receive the appropriate apology
- Identify any steps we can take as a practice to ensure the problem does not happen again
- Put these steps into action
Complaining on behalf of somebody else:
Please note that we are bound by strict rules regarding medical confidentiality. If you are complaining on behalf of somebody else then we have to know that you have his/her permission to do so. This should be provided by way of a signed consent form (word doc), unless incapable through illness of doing so.
Complaining to the NHS:
We hope that if you do have a complaint you will use our practice complaint procedure. We believe this will give us the best chance of resolving the issue satisfactorily and provide an opportunity for us to improve our practice.
Should patients wish not to deal with the practice directly, Central East ICB patient experience team should be contacted.
Patients should not send the same complaint to both practice and ICB as this is an either or choice.
The ICB patient feedback team can be contacted by
Email blmkicb.contactus@nhs.net or phone the team on 0800 148 8890 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)
In writing: Central East ICB, Gemini House, Bartholomew’s Walk, Cambridgeshire Business Park, Angel Drove, Ely CB7 4EA
The link on the ICB website is included here for information: https://www.centraleast.icb.nhs.uk/get-involved/
If you are dissatisfied with the outcome
You have the right to approach the Parliamentary & Health Service Ombudsman.
Their contact details are:
The Parliamentary and Health Service Ombudsman
Citygate
Mosley Street
Manchester
M2 3HQ
Phone: 0345 0154033
Website www.ombudsman.org.uk or www.ombudsman.org.uk/make-a-complaint
You may also approach PALS, Healthwatch or the Independent Health Complaints Advocacy for help or advice.
The local Healthwatch can be found at www.healthwatch.co.uk
The IHCA is able to be contacted at https://www.theadvocacypeople.org.uk/