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We make every effort to give the best service possible to all our patients however we are aware that things can occasionally go wrong, resulting in patients feeling that they have a genuine cause for complaint.
The practice offers a complaints procedure as part of the NHS system for complaints. We will attempt to resolve problems swiftly and take action appropriately if we have not achieved the high standards we aim for.
Complaints Procedure
This page explains what to do if you have a complaint about any aspect of our service. We treat all complaints seriously and aim to resolve them as quickly and fully as we can. Making a complaint will not affect your future care or treatment at the practice.
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at The Mission Practice.
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 complaint’s manager, practice manager or deputy practice manager.
If, for any reason, you do not want to speak to a member of our staff, then you can request that NHS England investigates your complaint.
A complaint can be made verbally or in writing. A paper complaints form is available from reception.
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 will acknowledge all complaints within 3 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
The Mission Practice will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
The Mission Practice 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
The Mission Practice 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.
Final response
The Mission Practice will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
Advocacy support
POhWER
POhWER help people who, because of disability, illness, social exclusion and other challenges, find it difficult to express their views or get the support they need.
The Advocacy People
As an independent charity, all of The Advocacy People's services we provide are free and confidential.
Age UK
Age UK provide vital support for older people and works towards a world where every older person feels valued and included.
Local Council
Local Council can give advice on local advocacy services.
Further action
If you are dissatisfied with the outcome of your complaint from either NHS England or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO)