The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

Listening to the views of patients and staff helps identify what is working well, what can be improved and how.

Your comments and suggestions are important to us.

Please write to us or consider our PPG!

Practice Complaints Procedure

Patient feedback is important to us as it helps us to improve the service we provide to patients. We take patient complaints seriously and will attempt to address your concerns to your satisfaction.

 

How do I make a complaint?

If you wish to complain please contact the Practice Manager (Mrs Joanne Hicken) either in person, by phone or in writing:

Tel: 0115 9633676  

Address: Torkard Hill Medical Centre, Farleys Lane, Hucknall NG15 6DY

 

If you are complaining on behalf of someone else, the practice needs to know that you have their permission to do so.

 

What Happens Next?

The complaint will be acknowledged within 3 working days.  The practice will respond, after investigation, within the timeframe specified to you at the acknowledgement stage of the process.  Some complaints may take longer to address but you will be informed of a response time.  If this cannot be met, the practice will keep you informed.

Please be assured making a complaint will not adversely affect your ongoing healthcare at the practice.  We will deal with you fairly, compassionately and will endeavour to resolve the situation to a satisfactory conclusion.

Wherever possible, we aim to learn from complaints and take action to avoid similar occurrences. 

 

How do I complain to someone Independent?

GP Practices would prefer to have the opportunity to answer complaints ourselves in the first instance. However, you may pass your complaint directly to:

 

Patient Experience Team

Nottingham and Nottinghamshire Integrated Care Board

Sir John Robinson House, Sir John Robinson Way

Arnold, Nottingham NG5 6DA

Tel: 0115 8839570

Email: nnicb-nn.patientexperience@nhs.net

 

If you would like further information please follow the link to the ICB website: Patient Experience and Complaints - NHS Nottingham and Nottinghamshire ICB

 

However, please note, patients cannot raise the same complaint with the practice and ICB.

 

Is there a time limit?

A complaint must be made within 12 months of the date of the incident that caused the problem or the date of discovering the problem.

 

Please remember, the quicker you complain, the easier it will be to investigate the facts.

 

If you are not satisfied with the outcome?

You can contact the Parliamentary and Health Service Ombudsman (PHSO) on 0345 015 4033. 

 

For more information see their website www.ombudsman.org.uk

 

Other useful contacts

POhWER, NHS Complaints Advocacy, on 0300 456 2370.  For more information see their website www.pohwer.net