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Complaints Policy

HordenGroupPractice-Outside

We make every effort to give the best service possible to everyone who attends our practice.

However, we are aware that things can go wrong resulting in a patient feeling that they have a genuine cause for complaint. If this is so, we would wish for the matter to be settled as quickly, and as amicably, as possible.

To pursue a complaint please contact the Practice Manager who will deal with your concerns appropriately.

Further written information is available regarding the complaints procedure from reception.

How to Complain

In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the practice complaints manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint, please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.

The Practice will acknowledge your complaint within three working days.

The Practice will contact you to discuss the complaint, to agree with you how the complaint is going to be investigated and the timescale for this to be completed.

When the practice looks into your complaint we aim to:

    • Ascertain the full circumstances of the complaint
    • Make arrangements for you to discuss the problem with those concerned, if you would like this
    • Make sure you receive an apology, where this is appropriate
    • Identify what the practice can do to make sure this does not happen again

You can Download Our Complaints Leaflet from our Document Folder on the Left Side of this Page.

Complaining to Other Authorities

The practice management team hope that if you have a problem you will use the Practice Complaints Procedure.  However, if you feel you cannot raise your complaint with us, you can contact the following services:

The Care Quality Commission (CQC)
If you have a genuine concern about a staff member or regulated activity carried on by this Practice then you can contact the Care Quality Commission on:

Patient Advisory Liaison Service (PALS)
PALS provide a confidential service designed to help patients get the most from the NHS. PALS can tell you more about the NHS complaints procedure and may be able to help you resolve your complaint informally.  Your local PALS office can be found at:

North Tees & Hartlepool NHS Foundation Trust
Holdforth Road
Hartlepool, TS24 9AH

Tel: 01642 624719

NHS Complaints Advocacy Service
This is a national service that supports people who want to make a complaint about their NHS Care or treatment. You can send an email to:

[email protected] or
Tel: 0300 3305454

Ombudsman
If you are not happy with the response from this practice, you can refer your complaint to the Parliamentary and Health Service Ombudsman who investigates complaints about the NHS in England.

You can call the Ombudsman’s Complaints Helpline on:

Tel: 0345 015 4033 or go to the website: https://www.ombudsman.org.uk

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

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