Complaints Policy

Littleton Surgery – Complaints Procedure

1. Introduction

At Littleton Surgery, we are committed to providing high-quality care. If you are unhappy with any aspect of our service, we welcome your feedback and will handle complaints in a respectful, open, and fair manner. Our procedure ensures:

• Patients and their representatives can easily access the complaints process.
• Complaints are investigated thoroughly and truthfully.
• Apologies are offered where appropriate.
• Complainants are protected from discrimination.
• Outcomes and improvements are clearly communicated.

We follow NHS Regulations (2009) and national guidance. All staff understand the importance of professionalism in preventing complaints and responding appropriately if they occur.

2. How to Make a Complaint

2.1 Ways to Complain

You can submit a complaint in writing by:

• Post:
  The Resolution Team
  Littleton Surgery
  Buckland House
  Esher Park Avenue
  Esher, Surrey KT10 9NY
• Email:
  syheartlandsicb.littletonresolutionteam@nhs.net
• Telephone: 01372 462235 (for general queries)

2.2 If You Prefer Not to Complain to the Surgery

You can raise your complaint with NHS Surrey Heartlands ICB:

• Phone: 0300 561 2500 (voicemail – they will call you back)
• Email: syheartlandsicb.complaints@nhs.net
• Post:
  Complaints Team
  NHS Surrey Heartlands ICB
  Block C, 1st Floor, Dukes Court
  Woking, Surrey GU21 5BH

3. Who Can Complain?

A complaint can be made by:

• A patient.
• Someone legally acting on the patient’s behalf.
• A relative or friend of:
• A child.
• A patient lacking mental capacity.
• A deceased patient.

If a complaint made by a representative is not accepted, we will provide a written explanation.

4. Time Limits

Complaints should usually be made:

• Within 12 months of the event, or
• Within 12 months of becoming aware of the issue.

We may extend this if it is still possible to investigate.

5. Complaint Process

5.1 Verbal Complaints

• If possible, we aim to resolve verbal complaints immediately with an explanation or apology.
• If not resolved, you may be asked to submit your complaint in writing.
• Verbal complaints resolved by the next working day are not included in formal complaint statistics.

5.2 Written Complaints

• We will acknowledge your complaint within 3 working days.
• We aim to respond in writing within 25 working days.
• If your complaint involves multiple organisations, we will provide a coordinated response.
• If we need more time to investigate, we will keep you informed.

6. Investigation and Response

• Each complaint is investigated promptly and proportionately.
• All evidence is reviewed and securely recorded.
• Our final response will be provided on surgery letterhead and will include:
• An apology if appropriate (as guided by the Compensation Act 2006).
• A clear explanation of the findings.
• Actions taken to prevent future recurrence.

Note: We will not discuss medical or legal matters unless appropriate consent is obtained.

7. After the Outcome

If you're not satisfied with our response, please let us know—there may be more we can do. Alternatively, you can contact the Parliamentary and Health Service Ombudsman (PHSO):

• Post:
  The Parliamentary and Health Service Ombudsman
  Millbank Tower, Millbank, London SW1P 4QP
• Phone: 0345 015 4033
• Website: www.ombudsman.org.uk

Complaints to the Ombudsman should usually be made within 12 months of receiving our response.

8. Responsible Persons

• Administrative complaints:
  Resolution Team, who ensures regulatory compliance and learning.
• Clinical complaints:
  Managed by a senior clinician

9. Confidentiality

• Complaint records are kept separate from clinical records.
• No information will be shared without patient consent unless required by law.
• Patients will be informed if third-party involvement is needed.

10. Managing Unreasonable Complaints

If a complaint is considered unreasonable or vexatious, we may:

• Assign a single point of contact.
• Limit communication frequency or method.
• Set boundaries for acceptable behaviour.
• Keep a detailed record of interactions.

11. Informal Complaints and Feedback

We encourage staff to document and address informal feedback ("grumbles") to improve services and staff training. These are reviewed monthly.

12. Annual Review

Each year, we will produce a report (with anonymised data) detailing:

• Number and nature of complaints.
• Outcomes and actions taken.
• Any referrals to the Ombudsman.
• Trends and lessons learned.

Attachment