Frendoc - Providing Patient Care

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Comments

To ensure that we provide a service of the highest quality we need to know what we are doing well and what areas of our service could be improved. We are always pleased to receive suggestions that would help us increase the standard of our services and patient care. We also appreciate any positive feedback that you have.

Please feel free to complete the online comments form or write to:

Service Delivery Manager
12a High Street
Staple Hill
Bristol
BS16 5HP

Complaints

We hope you will never have cause for complaint. However we understand that occasionally there may be times when a less than efficient service may be given, or instances where you are unhappy with the service you have received. For these circumstances we have a complaints procedure aimed at prompt and appropriate resolution of problems. Any complaint you wish to make or concern you would like to share, can be accepted verbally, in writing, or through our online form.

We use every complaint as a learning experience for our personnel so please do not feel embarrassed or nervous about informing us of problems that you encounter. These will be handled in the strictest confidence and only those people directly involved would be informed of the specific details. Complaints will not be filed on your medical records and will not affect your treatment in any way.

What to do

When complaining verbally or in writing please ensure that you provide us with the following information

• A clear outline of your complaint
• The date and time of the incident
• The names of people involved

This information will enable us to investigate the matter fully. If you are unsure of the name of the GP who treated you we will be able to find this on our records.

We ask that you make your complaint within six months of the incident. However, complaints should be made as soon as possible after the event to help us establish the facts more easily. To get a full picture of the circumstances surrounding your complaint, investigations will involve a review of the information you provide, the medical records and the member of staff’s explanation of events.

All complaints should be directed to our Service Delivery Manager, you can contact her by telephone on 0117 9568820 or write to Service Delivery Manager, 12a High Street, Staple Hill, Bristol, BS16 5HP, alternatively you can fill in the online complaints form.

What happens next?

We aim to acknowledge all formal complaints in 2 working days and a full investigation will take place. Our Quality Counsellor will provide you with a full response within 28 days. On rare occasions it may not be possible to respond within this timescale, if this is so, you should be contacted and told regularly what is happening. A full explanation should include:

• An apology, if appropriate
• A detailed answer to each part of your complaint
• An offer of a meeting with you if appropriate
• Details of any action that has been taken to prevent the problem happening again

If our initial investigation and explanation is unsatisfactory we offer the following:

• A meeting with the GP, General Manager or Clinical Director of Frendoc or other relevant person. You may be accompanied by a family member, friend or other independent person. At the end of the meeting you would be asked if the matter was resolved to your satisfaction. We will write to you afterwards briefly setting out the problem and how agreement had been reached.
• Providing information relating to other agencies who can give you further advice, e.g. The Primary Care Trust for your area, Community Patient Advice and Liaison Service (PALS), or the Independent Advocacy Service (ICAS) before deciding on the next course of action.