Patient Feedback and Complaint Resolution Policy

We encourage patients and visitors to share their experiences, whether positive or constructive. Feedback helps us understand what we are doing well and where we can improve.

All feedback is valued and reviewed regularly to help us improve patient care, enhance our services, and maintain high-quality healthcare standards.

Patients and other individuals may lodge complaints through the following channels:

• Verbally (in person or over the phone)
• In writing (via letter or email)
• Through our suggestion box

A Complaint Form is available in staff documents. Any staff member receiving a complaint should complete this form and forward it to the Practice Manager for follow-up. When addressing complaints, our practice follows these principles to ensure patient concerns are handled professionally and compassionately:

• Treat all complaints seriously, regardless of their perceived severity.
• Discuss verbal complaints privately whenever possible.
• Use tactful and professional language when responding.
• Avoid assigning blame, as patients may not have all the facts or may misinterpret information.
• Clarify patient expectations regarding complaint resolution.
• Assure patients that their complaint will be investigated and not disregarded.
• Offer the option to complete a formal complaint form, with the choice to accept or decline.
• Document all complaints and relevant details in the complaint file to ensure proper follow-up.
• Alert the general practitioner about any disgruntled or hostile patients so they can assist in diffusing the situation.
• Inform the designated complaint manager of any significant statements or changes in patient behavior.

Our designated Practice Manager, Jeremy Garcia, is responsible for collecting, analyzing, investigating, resolving, and managing all feedback and complaints. All complaints are handled under an open disclosure process, which includes:

1. 1Acknowledging the right to complain and addressing concerns respectfully.
2. 2Acknowledging receipt of the complaint within two (2) working days using the Acknowledgment of Complaint letter template.
3. 3Providing a response within thirty (30) days, offering an explanation or, if appropriate, an apology.
4. 4Providing updates if resolution takes longer than thirty (30) days, including an estimated timeframe for completion.
5. 5Working collaboratively with the patient to resolve the issue and communicating the outcome, including any changes made as a result of the complaint.
6. 6Consulting the practice's insurer for guidance when a complaint involves a medical or clinical team member.
7. 7Ensuring the accused staff member has the opportunity to discuss the complaint privately before any action is taken.
8. 8Ensuring that the complaint does not negatively impact the patient's care.
9. 9Recording all complaints, investigations, and resolutions in the designated complaints file and, if related to patient care, placing a copy in the patient's health record.
10. 10Informing the patient about practice improvements made as a result of their feedback, where appropriate.

If a complaint cannot be resolved internally, patients will be advised to contact the appropriate external agency: