Comments & Complaints

Comments, Concerns, Compliments and Complaints

Introduction

Our aim is to provide the highest level of care for all our patients. We are always willing to listen and receive both positive and negative feedback to help shape and improve our service further.

If you are happy with the care and treatment you received from the service, team or a particular member of staff please contact us using the form on the Contact Us page. We will ensure this is passed on to the staff concerned and shared with the team.

If you are not happy with the care and treatment you have received, we advise that in the first instance, you aim to discuss any concerns at the time. We encourage an informal discussion with a member of our team to see if this helps resolve the matter for you.

If this does not solve your problem, or you still feel you wish to make a formal complaint, please send this in writing as soon as possible using the details below.  This should ideally be within twelve months of the specific matter you are complaining about or when the matter first came to your attention.

We will require the following pieces of information to allow us to progress your complaint and provide you a prompt response and resolution

• Your name
• Contact details
• A clear description of your complaint
• Any relevant times and dates
• Venue of the complaint

What to expect

We will contact you within a maximum of 3 days to primarily acknowledge receipt of your complaint. You may be contacted to discuss the circumstances of the complaint further at this stage.

We will allocate your complaint to the most appropriate member of the senior team to investigate the matter. You will be provided a timescale with an approximate time to expect completion of the investigation.

We will discuss the complaint with those involved to find out what happened and what went wrong. You will receive a written response to your complaint following completion of the investigation.

We will share the findings of the investigation with our employees to learn lessons from any concerns raised.
If following the investigation you remain dissatisfied about the outcome you can refer your complaint to:

The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P4QP
Tel 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk
Web: www.ombudsman.org.uk

How to contact us

Via our Online Comments and Complaints Form (see below)

Please forward any feedback for the attention of

SPCL COMPLAINTS MANAGER

VIA POST

FAO SPCL Complaints Manager

Southampton Primary Care Limited
49 Portsmouth Road
Woolston
SO19 9RL
EMAIL: spcl.admin@nhs.net

Please be aware that due to medical confidentiality, if you are making a complaint on behalf of someone else we will require a signed letter from that person stating they give permission for you progress this on their behalf.

SPCL Complaints Leaflet (English)