Complaints

If you need to make a complaint

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 to our Patient Liaison Manager, Diane O’Neill 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 6 months of the incident,

or within 6 months of you realising that you have something to complain about. Give as much detail as you can.

Contact details:

Diane O’Neill – Patient Liaison Manager

Greensand Health Centre

3 Stockett Lane

Coxheath

Maidstone

Kent ME17 4PS

Or, telephone 01622 742966, email diane.oneill@nhs.net

What will we do next?

We look to settle complaints as soon as possible.

We will acknowledge receipt within 3 working days, and let you know the expected timescale for response. 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.  

Where your complaint involves more than one organisation we will liaise with that organisation so that you receive one coordinated reply. We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

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 strictly to the rules of medical confidentiality (a separate leaflet giving more detail on confidentiality is available on request). If you are not the patient, but are complaining on their behalf, you must have their permission to do so. An authority signed by the person concerned will be needed, unless they are incapable (because of illness or infirmity) of providing this.