Complaint Process

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Beacon View Medical Centre.

We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience. 

Who to talk to

Most complaints can be resolved at a local level. Please speak to a member of staff if you have a complaint; our staff are trained to handle complaints.  Alternatively, ask to speak to the Practice manager, Jane Mitchell.

If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:

Email:  necsu.complaints@nhs.net

A complaint can be made verbally or in writing.  A complaints form is available from reception and below. Additionally, you can complain via email to nencicb-ng.a85026@nhs.net

Time frames for complaints

The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to complain.

The Practice Manager will respond to all complaints within three business days. 

We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.

Investigating complaints

Beacon View Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.   

Confidentiality

Beacon View Medical Centre will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record. 

Third party complaints

Beacon View Medical Centre allows a third party to make a complaint on behalf of a patient. The patient must provide consent for them to do so.  A third-party patient complaint form is available from reception and below.

Final response

Beacon View Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance and will issue a final formal response to all complainants which will provide full details and the outcome of the complaint.