We are committed to always providing you with the best possible care. However, we understand that situations may arise where you feel the need to raise a concern or make a complaint.
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Castletown Medical Centre.
We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to the Complaints Lead, the Practice Manager, but note this may need to be a booked appointment.
How can I make a complaint?
A complaint can be made verbally or in writing.
A complaints form is available from reception. Additionally, you can complain via email to nencicb-sun.castletown@nhs.net
I want to complain to a third-party
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint.
They will contact us on your behalf:
NHS North East and North Cumbria ICB
FREEPOST, NENC ICB COMPLAINTS
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.
The Complaints Lead will respond within three business days to acknowledge your complaint.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance. Lengthy, or complex complaints will, by nature, take longer to respond to.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Final response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Advocacy support
Further action
If you are dissatisfied with the outcome of your complaint from either Integrated Care Board (ICB) or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower, Milbank
LONDON
SW1P 4QP
Citygate, Mosley Street
MANCHESTER
M2 3HQ
Tel: 0345 015 4033
