Quality Care, Locally Delivered

Complaints

Your complete satisfaction is very important to us at Cotswold Surgical Partners. We do everything possible to get things right but if there is something we need to know about, or improve, please tell us. As an ethical company we strive to offer the highest professional standards and we want you to be delighted. If you are disappointed, please give us the chance to put things right by getting in contact.

We’re always looking for ways to improve, so we welcome all feedback regarding our care to you. You can leave us feedback, in as much detail as you like, here.

Cotswold Surgical Partners is committed to providing an extraordinary standard of care. This commitment is enshrined in our values of: Dignity & Respect, Quality Care, Accountable, Attentive and Colloborative.

How we will manage your enquiry

Our promise to you
When we receive an enquiry, you can expect us to do the following:

  • Listen to you thoroughly and understand how we can help you
  • Be open and honest in our response
  • Help you to find the best way of resolving any problems, or getting an answer to your question
  • Deal with your enquiry in confidence
  • Keep you updated on the progress of your enquiry and any action we intend to take
  • Communicate to you in your chosen format
  • Use information from your enquiry to improve our services

Talk to us

Every patient has the right to make a complaint about the treatment or care they have received at Cotswold Surgical Partners.

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 General Manager, Shawn Warren-Willcox.

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
03003 112233
england.contactus@nhs.net

A complaint can be made verbally or in writing. A complaints form is available from reception, we can email or post it to you or you can talk to us on Freephone 0808 280 3560.

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 General Manager, or deputee, will respond to all complaints within three business days to confirm its safe receipt.
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

Cotswold Surgical Partners will investigate all complaints effectively and in conjunction with extant legislation and guidance.

Confidentiality

Cotswold Surgical Partners 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

Cotswold Surgical Partners 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 or we can email or post it to you. Alternatively it can be requested on Freephone 0808 280 3560.

Final response

Cotswold Surgical Partners 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 via 0300 456 2370
  • Advocacy People gives advocacy support on 0330 440 9000
  • Age UK on 0800 055 6112
  • 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

Tel: 0345 015 4033
www.ombudsman.org.uk

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