Complaints Policy

1. Purpose and Scope

This policy sets out how Willow Green Surgery manages complaints in line with the NHS Complaints Regulations (2009). It ensures that all complaints are handled fairly, promptly, and transparently, with the aim of improving patient care and service quality.

The purpose of this policy is to:

Provide patients and representatives with a clear process to raise concerns. Ensure complaints are dealt with respectfully and without affecting ongoing care. Promote accountability, openness, and learning across the practice. Meet legal, regulatory, and contractual requirements.

This policy applies to:

All services delivered under the GP contract. All practice staff, both clinical and non-clinical. Complaints made verbally, in writing, or via a representative.

2. Principles

• Complaints will be handled in accordance with these principles:
• Accessibility & fairness – anyone can make a complaint.
• Timeliness – complaints are addressed as quickly as possible.
• Confidentiality – all complaints are managed in private.
• No detriment – care will not be affected by making a complaint.
• Learning & improvement – complaints drive service improvements.
• Transparency & openness – honest communication throughout the process.

3. Who Can Complain and Time Limits

Complaints may be made by a patient, their representative, or anyone authorised to act on their behalf (with consent). Complaints should normally be raised within 12 months of the issue or awareness of it. Late complaints may be accepted in exceptional circumstances.

4. How to Make a Complaint

Complaints can be made verbally, in writing, or by email. Written complaints should be addressed to the Practice Manager. Complaint forms are available from Reception and on the practice website.

5. Acknowledgement

All complaints will be acknowledged within 3 working days. The acknowledgement will confirm who is handling the complaint and agree timescales for investigation.

6. Investigation Process

The complaints lead will review records, interview staff, and gather evidence. If delays occur, the complainant will be informed and given revised timescales.

7. Response and Outcome

A final written response will be provided, including:

• the findings,
• an apology where appropriate, and
• actions taken to prevent recurrence.

The response will explain what to do if the complainant remains dissatisfied.

8. Escalation and External Routes If the complaint cannot be resolved locally, patients may contact:

• NHS Sussex ICB Complaints Team – 0300 140 9854
• Independent Health Complaints Advocacy – 0300 012 0122
• Parliamentary & Health Service Ombudsman – 0345 015 4033

9. Monitoring and Learning

All complaints are recorded in a complaints register. Complaints are reviewed quarterly to identify themes and service improvements.

10. Confidentiality and Records

Complaint records are stored separately from clinical records. Data protection and confidentiality requirements are always followed.

11. Training and Awareness

All staff are trained in complaint handling. This policy is displayed in waiting areas and on the practice website.

12. Timescales

• Acknowledgement: within 3 working days (legal maximum).
• Investigation: within 20 working days, or as otherwise agreed.
• Final response: within 28 calendar days where possible, but always within 6 months (legal maximum).

Summary of Timescales:

Stage | Legal Maximum | Best Practice Target Acknowledgement | 3 working days | Same/next working day Investigation | No fixed limit – must be 'reasonable' | 20 working days Final Response | 6 months | 28 calendar days

13. Practice Contact

All complaints should be addressed to: Practice Manager Willow Green Surgery Station Road, East Preston, West Sussex, BN16 3AH Tel: 01903 785152 To be reviewed annually or sooner if required Policy Review Reviewed by: S.Mulla & S.Ferguson

Review Date: 03 / 05 / 2025

Next Review Due: 03 / 05/ 2026