Suggestions, Comments and Complaints

Salisbury Walk in  Health Centre makes every effort to ensure good customer service and patient satisfaction. If, however, you are in any way dissatisfied with the service received and would like to make a complaint please see below.

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

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 giving as much detail as you can.

Send your written complaint to: Mrs Sharon James, Operations Manager, Salisbury Walk in Health Centre, Avon Approach, Salisbury. SP1 3SL

What we do next?

We look to settle complaints as soon as possible.

We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days. You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete your complaint will be determined and a final response sent to you.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter.

Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond direct with the patient, or may be able to deal direct with the third party, and this depends on the wording of the authority provided.

Patient Advice & Liaison Service (PALS)

0300 123 2109     9.00am to 4.30pm

e-mail: wccg.complaintsamdpals@nhs.net

NHS Commissioning Board

PO BOX 16738, Redditch, B97 9PT

0300 311 2233

e-mail: england.contactus@nhs.net

If you are Dissatisfied with the Outcome

You have the right to approach the Ombudsman. The contact details are:

The Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London,
SW1P 4QP

Tel: 0345 0154033

Website: www.ombudsman.org.uk

If you have any suggestions for improving our services, please use the feedback facility available on the website or ask at the reception desk for suggestion form.