Complaints Policy and Procedure
Stafford Medical Group is committed to providing high-quality care and services to all patients. We recognise that, despite best efforts, concerns or complaints may arise. We view complaints as an opportunity to learn, improve services, and maintain patient confidence.
This policy outlines how patients may raise a complaint and how complaints will be managed within the practice.
Complaints Policy and Procedure
Making a Complaint & Complaints Contact
Patients who wish to make a complaint must do so formally in writing. Complaints may be submitted by filling in a complaint form. Alternatively, you may collect a form from the surgery if you do not have access to a printer.
Verbal or electronic complaints will not be accepted as formal complaints unless there are exceptional circumstances, such as reasonable adjustments required under the Equality Act 2010.
Complaints should include:
- Patient’s full name and date of birth
- Contact details
- A clear description of the complaint
- Relevant dates and details
- Desired outcome (if applicable)
Complaints should normally be made within 12 months of the incident or within 12 months of the matter coming to the complainant’s attention.
Please mark your written complaint ‘Private and Confidential’ and send it to: The Deputy Practice Manager, Stafford Medical Group. If the Deputy Practice Manager is absent, complaints will be managed initially by the Reception Manager.
Acknowledgement of Complaints & Complaint Investigation Process
All formal complaints will be acknowledged in writing within 5 working days of receipt.
The acknowledgement will:
- Confirm receipt of the complaint
- Outline the investigation process
- Confirm the expected response timeframe
- Provide a contact point for further communication
The acknowledgement will normally be sent by the Operations Manager. In their absence, the Reception Manager will issue the acknowledgement.
The Operations Manager will coordinate and manage complaints in the first instance.
This will include:
- Logging the complaint securely
- Reviewing relevant records and information
- Speaking with staff involved
- Gathering statements where appropriate
- Maintaining confidentiality throughout the process
A full written response will normally be provided within 30 days of the date of the complaint letter.
Where an investigation is likely to exceed this timeframe, the complainant will be informed in writing with an explanation and revised timescale.
Escalation to Practice Manager & Complaint Outcomes
Certain complaints may be escalated directly to the Practice Manager where appropriate. These may include:
- Serious clinical concerns
- Safeguarding issues
- Complaints involving senior management
- Repeated or vexatious complaints
- Significant governance or reputational concerns
- Complaints involving potential legal action
- Complaints involving staff conduct of a serious nature
The Practice Manager may also become involved at any stage where additional oversight is required.
Following investigation, the practice response may include:
- An explanation of findings
- An apology where appropriate
- Actions taken or planned improvements
- Clarification of policy or procedure
The practice aims to resolve complaints fairly, openly, and in a timely manner.
Confidentiality & Unreasonable or Abusive Complaints
All complaints will be handled confidentially and in accordance with:
- UK GDPR
- Data Protection Act 2018
- NHS confidentiality requirements<
Complaint records will be stored separately from medical records where appropriate.
The practice reserves the right to manage unreasonable, repetitive, abusive, or aggressive complainant behaviour in line with the practice’s Zero Tolerance Policy.
This includes:
- Offensive language
- Threatening behaviour
- Excessive correspondence
- Unreasonable demands
Any such behaviour may result in communication restrictions being implemented.
Monitoring and Learning & Policy Review
Complaints will be reviewed regularly to identify themes, trends, and opportunities for service improvement.
Learning outcomes may be discussed at:
- Practice meetings
- Governance meetings
- Significant event reviews
Appropriate actions will be implemented where required.
This policy will be reviewed annually or sooner if legislation, NHS guidance, or operational requirements change.
Policy Owner: Practice Manager
Approved By: [Jess King Practice Manger]
Effective Date: [10/08/26]
Review Date: [10/08/26]
Patient Complaints Form
Patient Complaint Form
If you have a complaint or concern about the service you have received from the doctors or any of the personnel working in this practice, please let us know. We operate a practice complaint procedure as part of an NHS complaints system, which meets national criteria.
How To Complain
We hope that we can sort most problems out easily and quickly, often at the time they arise and with the person concerned. If you wish to make a formal complaint, please do so AS SOON AS POSSIBLE - ideally within a matter of a few days. This will enable us to establish what happened more easily. If doing that is not possible your complaint should be submitted within 12 months of the incident that caused the problem; or within 12 months of discovering that you have a problem. You should address your complaint in writing to the Operations Manager (you can use the attached form). They will make sure that we deal with your concerns promptly and in the correct way. You should be as specific and concise as possible.
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. A Third Party Consent Form is provided below.
What We Will Do
We will acknowledge your complaint within 5 working days and respond to you when fully investigated. When we look into your complaint, we will investigate the circumstances; make it possible for you to discuss the problem with those concerned; make sure you receive an apology if this is appropriate, and take steps to make sure any problem does not arise again. You will receive a final letter setting out the result of any practice investigations
Taking It Further
If you remain dissatisfied with the outcome you may refer the matter to:
ICB
Customer Services Team, NHS Bristol, North Somerset and South Gloucestershire ICB, Floor 2, North Wing, 100 Temple Street, Bristol, BS1 6AGTel: 0117 900 2655 or 0800 073 0907 (freephone), Email: bnssg.customerservice@nhs.net, Website: https://bnssg.icb.nhs.uk/contact-us
PARLIAMENTARY AND HEALTH OMBUDSMAN
Millbank Tower, 30 Millbank, London, SW1P 4QP, Tel: 0345 015 4033, Website: https://www.ombudsman.org.uk/making-complaint
Pateint Complaints Form
If you would like to make a complaint, please complete the Patient Complaints Form below. Providing as much detail as possible will help us investigate your concerns thoroughly and respond promptly.
Once your completed form has been submitted, a member of our team will acknowledge receipt and review your complaint in line with our complaints procedure.
Thank you for taking the time to share your feedback. We are committed to providing the highest standard of care and value your comments as an opportunity to improve our services.