Receiving feedback from patients who have used our services enables us to learn from your experiences whether they are good or bad.
If you feel that you haven't received the service that you were expecting or if there's anything you feel unhappy about please contact us:
Clinical Governance Team
Integrated Care 24 Ltd
The Long Barrow
Tel: 01233 505450 option 1
The complaint process
When our clinical governance team has received your feedback we will contact you via phone or letter to acknowledge receipt and to let you know that we will begin a thorough investigation. Your feedback will then be passed to our operational and clinical managers to investigate.
Following our investigation, our clinical governance team will be provided with a report based on the findings. They will then send you a formal response, highlighting what happened, why it happened and what actions will be undertaken by our teams if necessary to prevent a re-occurrence. We will always offer you the opportunity to talk about your concerns with our senior team.
The formal complaints procedure can take up to 25 working days. Many complaints, however, can be dealt with more quickly over the phone and can be a more informal process. All complaints are dealt with in accordance to the NHS Complaints Regulations 2009. We are fully committed as an organisation to ensuring that all information is treated with the strictest confidence. If you are not the patient, then it will be necessary for the patient or the patient's next of kin to provide written consent for us to investigate the complaint. This ensures that we abide by the strict guidelines of the Data Protection Act (1998) which protect patient confidentiality.
If you are not satisfied with the outcome of the complaints procedure, you have the right to ask for further investigations as well as a local resolution meeting. If you would still like to pursue the matter after further investigation, you can approach The Parliamentary and Health Service Ombudsman to investigate your complaint.
If you're unhappy with the outcome
We are aware that sometimes patients may be unhappy with the complaints process. If you still feel that we haven't addressed your concerns you can contact the Parliamentary and Health Ombudsman. Their role is to investigate complaints that individuals have been treated unfairly or have received poor service from government departments and other public organisations and the NHS in England. They work to put things right where they are able to and to share lessons learned to improve public services. The service is free and is open to everyone. You can contact the Parliamentary and Health Ombudsman in the following ways:
View their website: www.ombudsman.org.uk
You can call their Helpline: 0345 015 4033
Doctor revalidation process
All doctors are required to undergo an annual appraisal and revalidation assessment once every five years to ensure that they remain fit to serve as a doctor.
This process helps doctors develop and improve the service that they provide you, and provide reassurance of their skills.
As part of this process, doctors will use information relating to the service they have provided their patients. The patient information used is normally in the form of any patient complaints or incidents, which fortunately are usually very uncommon. However other patient feedback such as compliments are always included, which is why we really value to feedback we receive regarding the care you have received from our clinicians.
In addition all doctors are required to present feedback from a minimum of 30 patients every five years in the form of a structured questionnaire.
Please be reassured that all of the information doctors use is always totally anonymous and your feedback ensures the patient voice is heard and that we continue to provide the best possible care to our patients.