At the Kennet and Avon Medical Partnership we strive to deliver the best quality patient care in all areas of contact with the patient or patient’s representative. However, we are aware that things can go wrong and there may be times when you feel you are less than happy with the service you have received.

If you have a complaint or concern or some positive feedback about the service that you have received from the doctors or any of the staff working in the Practice, please let us know. Your comments whether positive or negative can help us to improve the service we offer.

We operate a Practice Complaints Procedure as part of the NHS system for dealing with complaints. The purpose of this leaflet is to explain what to do if you have a complaint about the service that the practice provides for you.

How Do I Complain

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned, and we ask you try this approach first. Alternatively, you could discuss your concern with the Practice Manager to see if your concerns can be resolved. Or, if you feel your doctor is the most appropriate person to approach, then you may do so. All complaints are taken seriously and will be dealt with honestly and openly in a timely way.

You can choose to complain to KAMP OR to Bath & North-East Somerset, Swindon and Wiltshire Integrated Care Board (BSW ICB), not both.

To complain to the practice, we would prefer these to be in writing to the Practice Manager by either completing the enclosed form or by sending a letter to the practice address. Alternatively, please phone the practice and ask to speak to the Practice Manager.

If you would rather not raise a complaint directly with the practice, you can complain to the Patient Advice and Liaison Service (PALS) of the Bath and North-East Somerset, Swindon and Wiltshire Integrated Care Board (BSW ICB) as follows:

• By telephone: 0300 561 0250
• By email: england.southwestcomplaints@nhs.net

Please let us know promptly if you have a complaint. In accordance with the NHS Complaints Procedures, a complaint must be raised within twelve months of the incident, or within twelve months of you becoming aware of the matter.

What Will Happen Next

We will acknowledge your complaint within 3 working days of receipt.

The complaint will be investigated, and you will receive a follow up letter as soon as practicable, which will provide details either of the outcome of any investigations and any appropriate steps that will be taken to ensure that the situation does not re-occur, or details of how we will proceed with the complaint together with any timescales. There is no fixed time within which we have to respond to a complaint, but we will keep you regularly updated on the progress of a complaint.

If considered appropriate by all parties, you may be invited to attend the surgery to discuss the matter with the most appropriate staff members. If you wish, you may bring a friend or relative to this meeting.

Following this you will receive a written statement from the Practice detailing the outcome of the discussion.

Where other parties are involved you will be kept informed about the steps being taken to obtain their statements.

If we receive a complaint that may be better directed to another organisation, we will advise you within three working days of receipt and ask you to confirm if you wish it to be forwarded on and give you the full contact details of who we would send it to.

Confidentiality

All complaints will be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of your medical records, we will advise you if the investigation will involve disclosure of information contained in those records to a person other than the Practice or an employee of the Practice.

The Practice will keep a record of all complaints and copies of all correspondence relating to complaints, but such records will be kept separate from patients’ medical records.

Complaining On Behalf of Someone Else

Please note we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. Signed consent by the person concerned will be needed, using either our complaint form, or through receipt of a letter in the practice, unless they are incapable (because of illness) of providing this.

You may also find that if you are complaining on behalf of a minor (someone who is under 18 years of age) who is capable of making their own complaint, we will expect that minor to contact us themselves to lodge their complaint.