Should you wish to make a comment/complaint to the surgery, please see the information below for instructions.
Let Us Know Your Views
At Ryeland Surgery we are always looking for ways to improve our service. To do this, we need to know what you think about the service you receive. We want you to tell us what we do best and where we do not meet your expectations together with any ideas and suggestions you may have.
Practice Complaints Procedure
If you have a complaint or are concerned about the service you have received from the practice, please let us know. We operate a practice complaints procedure as part of an NHS system for dealing with complaints which meets national criteria. However, this procedure does not deal with matters of legal liability or compensation.
You can speak to the Operations Manager either by phone or in person by appointment, or you can put your concerns in writing by letter or please let us know by completing our secure online form
Often problems can be sorted out easily and quickly at the time they arise and with the person concerned. If your problem cannot be sorted out on this way and you wish to make a complaint, please let us know as soon as possible, ideally within a matter of days or at most a few weeks, because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have the details of your complaint:
- Within 6 months of the incident that caused the problems, or
- Within 6 months of discovering that you have a problem, provided this is within 12 months
We will acknowledge your complaint within three working days of receipt and after investigation we will then be in a position to share our findings with you.
Complaining On Behalf Of Someone Else
Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we will need them to give us permission to liaise with you. This permission can be given to us in writing or by telephone.
Complaining To NHS England
We hope that, if you have a problem, you will use our practice complaints procedure. However, if you feel you cannot raise your complaint with us you can contact NHS England Customer Care Centre on 0300 311 22 33 or email england.contactus@nhs.net.
Alternatively you can write to: NHS England, PO Box 16738, Redditch B97 9PT
If you need help or advice to make your complaint you can contact the NHS Complaints Advocacy Service Derbyshire Mind either by telephone on 01332 623 732 or email advocacy@derbyshiremind.org.uk for further information.
If You Are Unhappy With The Response To A Complaint
You should allow your complaint to be investigated first, but if you remain dissatisfied following receipt of the response and any further discussion you can complain to the Parliamentary and Health Ombudsman. The Ombudsman is independent of the NHS and government.
The helpline is: 0345 015 403