Our complaints procedure
Every patient has the right to make a complaint about the treatment or care they have received. 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 at Worthwhile Waiting
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 complaints manager Will Bailey.
Worthwhile Waiting
c/o Bourn Surgery
25 Alms Hill
Bourn
Cambridgeshire
CB23 2SH
Telephone 01954 719313
Email capccg.worthwhilewaiting@nhs.net
Who to talk to at NHS England
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. They will contact us on your behalf:
NHS England
PO BOX 16738
Redditch
B97 9PT
Telephone 0300 311 2233
Email england.contactus@nhs.net
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to capccg.worthwhilewaiting@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 complaints 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
Worthwhile Waiting will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Worthwhile Waiting 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
Worthwhile Waiting 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
Worthwhile Waiting will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. Further information is detailed in our organisation policy.
Advocacy support
POhWER support centre can be contacted on 0300 456 2370
Advocacy People gives advocacy support on 0330 440 9000
Age UK on 0800 055 6112
The 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)
Milbank Tower
Milbank
London
SW1P 4QP
Telephone 0345 015 4033
Website www.ombudsman.org.uk
