COMPLAINTS AT THIS CHALLENGING TIMES:
As you are all aware the current COVID-19 poses one of the greatest challenges that society has faced in recent times, and we have all had to make changes to our daily lives to ensure that we work together to protect the most vulnerable members of society.
At the Practice we have had to make a number of responsive changes following recent developments to ensure the maximum safety of our patients, and to protect our staff as much as possible to ensure that the NHS can keep working in an effective manner and can continue to provide the best level of care possible.
As such, during the current period of emergency measures many routine services will be subject to short notice change and many administrative tasks will be streamlined to ensure that we focus more of our time and resources on the delivery of care to those that need it the most.
As part of this streamlining of administration tasks, the Practice will be changing its complaints procedures, during this period of crisis. As of 30th March 2020, we will now be reviewing complaints on a weekly basis at our Practice Clinical Meeting, to ensure that any high priority complaints that fall within the following categories can be swiftly discussed and any resulting changes to our Practice can be immediately implemented:
• Immediate risks to patients or staff
• Actual harm to patient or “near miss” incident of high severity.
• Urgent safeguarding concerns
• Criminal actions
Should your complaint not fall into these categories, then it will be dealt with when we have capacity to do so, and unfortunately at this time, the timeframe for this is uncertain.
We appreciate your understanding whilst our Practice is dealing with unprecedented demand.
If you have a complaint about our service, in the first instant we would encourage you to contact the Practice Manager
Miss L Lucas
Bedford Street Surgery ,4 Bedford Street, Bletchley ,Milton Keynes, MK2 2TX
If you have a complaint or concern regarding our service please write to the Practice Manager at Bedford street surgery 4 Bedford Street , Bletchley, Milton Keynes, MK2 2TX . Please provide a full postal address on any correspondence. If you are writing on behalf of one of our patients please ensure you enclose signed consent along with your complaint
We have complaints forms available at both Bedford Street and Furzton surgery should you wish to use one of these please ask at reception .
If you feel we fail to answer your complaint then you can contact
NHS Commissioning Board
PO Box 16738
Telephone 0300 311 22 33
We ask that patients do not leave full names of our staff on any online review or social media .If you have a complaint about a staff member we can assure you that we will fully investigate your concerns please contact the Practice Manager in the first instance.