Complaints Procedure

The care and treatment delivered by My Specialist GP are done so with due diligence and in accordance with current guidelines.  However, it is acknowledged that sometimes things can go wrong.  

 

By having an effective complaints process in place, this practice is able to investigate and resolve complaints in a timely manner, achieving the desired outcome for service users, whilst also identifying lessons learned and ultimately improving service delivery.

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• Patients wishing to submit a complaint can do so verbally or in writing.

• A complaint should normally be made within six months. My Specialist GP may be willing to investigate complaints after this time, but only where there is a realistic opportunity of conducting a fair and effective investigation. The complainant is to have a good reason why the complaint was not acted upon sooner.

• The complaints manager at My Specialist GP will provide an initial response to acknowledge any complaint within three working days after the complaint is received.

• Following the full complaints investigation, the person conducting the complaint review is expected to send a full, written response on the outcome of the review within twenty working days. Where the investigation is still in progress, you should receive a letter explaining the reasons for the delay. 

• If you are not satisfied with the complaint review, you can request to move to Stage 2 of our complaints procedure which must be within 6 months of the final response above. This will be conducted by a senior member of staff not involved in the handling of the complaint up to that point.

• The person conducting stage 2 is expected to send you a full written response on the outcome of the review within 20 working days. The aim is to complete the review at stage 2 in most cases within 3 months.

• If you are not satisfied with the response at Stage 2, you have the right to refer the matter to an independent external adjudication, although this will need to be completed within six months of receiving the final response.

• If it is longer than six months you may not be able to access the adjudication service.

• The adjudication service is ISCAS https://iscas.cedr.com/

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Advocacy - Help the Aged or CAB