Our Promise to you
At Highcliffe Medical Centre we try to ensure that all patients are pleased with their experience of our service and we take complaints very seriously. If you need to complain, you will be dealt with courteously and promptly so that the matter is resolved as quickly as possible.
We learn from every mistake that we make, and we attempt to respond to patients’ concerns in a caring and sensitive way.
Not sure what to do…?
If you have a query or concern but are not sure if you want to make a complaint, or how to go about the process, you can speak to:
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Letters of appreciation
If you are happy with the care you have received, or a service by any of our staff, please let us know. Letters or emails can be sent to the Operations manager Sasha Venables or any of the Doctors and are always appreciated.
Suggestions
If you have any suggestions for making changes or improvements to the way we provide our services, please email Operations Manager Sasha Venables via sasha.venables@dorsetgp.nhs.uk.
How to make a complaint
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a couple of days as this will enable us to establish what happened more easily.
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to our complaints manager via
Making a complaint on behalf of someone else
Please note that we adhere fully to the rules of medical confidentiality. Therefore if you are complaining on behalf of someone else you must have their written permission to do so. Our complaints form contains a section which provides consent where necessary.
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain. The complaints manager will respond to you within three business days to acknowledge your complaint. We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Final Response
We will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
A complaints form is available from reception. Additionally, you can complain via letter or email to our complaints manager:
Highcliffe Medical Centre,
248 Lymington Road,
Highcliffe,
Dorset,
BH23 5ET
Email: highcliffe.datainput@nhs.net
Talk to Us
Every patient has the right to make a complaint about the treatment or care they have received at Highcliffe Medical Centre. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience. We welcome your comments, both positive and negative, as these let us know when we are doing things right for you, our patients, and show us where there is room for improvement.
NHS complaints procedure
We hope that if you have a problem that you will use our in house complaints procedure and that the response you receive will be satisfactory. However if you do not wish to complain directly to the practice you can address your complaint to NHS Dorset at:
NHS Dorset ICB
NHS Dorset, County Hall,
Colliton Park,
Dorchester,
Dorset,
DT1 1XJ
Tel: 01305 368926
Email: customer.careteam@nhsdorset.nhs.uk
Further action
If you are dissatisfied with the outcome of your complaint from either Highcliffe Medical Centre or NHS Dorset, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at:
PHSO, Milbank Tower,
Milbank, London,
SW1P 4QP
Tel: 0345 015 4033
www.ombudsman.org.uk/making-complaint
Care Quality Commission
The CQC doesn’t handle individual complaints about GPs, but you can still share your experience with them if you wish.
You can contact the CQC in the following ways:
- Telephone: 03000 616161
- Email: enquiries@cqc.org.uk
- Online form: Complain about a service or provider
Patient Participation Group
The Practice also has an active Patient Participation Group (PPG) who are involved with assisting the practice with ideas for improving the service the Practice provides for its patients. This is a positive and constructive feedback group to benefit all our patients and to be involved in provoking positive changes. This is not a group to raise complaints about a personal issue.
If you are interested in joining this group and to “help us help you”, please either visit the relevant section of our website Patient Participation Group or let one of our reception team know that you are interested in joining.