Complaints Policy and Procedure

Our policy

1. Purpose

St Fillans Medical Centre is committed to providing high-quality care and welcomes feedback from patients.

We recognise that sometimes patients may be unhappy with the care or service they have received. All complaints will be taken seriously and handled fairly, openly, confidentially and without judgement.

Making a complaint will not adversely affect a patient's care or treatment.

This policy applies to all employees, clinicians, contractors and locum staff working at the practice.

2. What is a complaint?

A concern is usually an issue that can be resolved quickly when it is raised.

A complaint is an expression of dissatisfaction about the care or service a patient has received which requires a response.

There is no distinction between a "formal" and "informal" complaint. A complaint can be made verbally, by telephone, by email, in writing or by another appropriate method.

Staff must not insist that a patient puts their complaint in writing.

A verbal concern or complaint that is resolved satisfactorily within 24 hours does not normally need to be managed through the full complaints procedure.

3. Responsibility for complaints

The practice will have a named:

• Clinical Complaints Lead – responsible for overall oversight of complaints and ensuring regulatory requirements are met.
• Complaints Manager – responsible for the day-to-day management and investigation of complaints.

These roles may be undertaken by the same person.

All staff should know who the Complaints Manager is and how to escalate a complaint to them.

The practice complaints manager is Nikki Hultum. The practice clinical complaints lead is Pravin Gorajala.

4. How patients can complain

Patients can complain directly to the practice or to the relevant Integrated Care Board (ICB).

Information explaining how to make a complaint will be available:

• on the practice website
• at reception
• in the practice complaints leaflet

Patients should also be given information about independent complaints advocacy where appropriate.

If a patient remains dissatisfied after receiving the practice's final response, they can ask the Parliamentary and Health Service Ombudsman (PHSO) to consider their complaint.

Complaints relating to data protection may also be referred to the Information Commissioner's Office (ICO) where appropriate.

5. Time limits for making a complaint

Complaints should normally be made within:

• 12 months of the event, or
• 12 months from when the patient became aware of the issue.

The practice may consider a complaint outside this period where there is a good reason for the delay and it is still possible to investigate the matter fairly and effectively.

6. Receiving a complaint

All staff should:

1. Listen to the patient and remain polite and professional.
2. Try to resolve straightforward concerns where appropriate.
3. Avoid becoming defensive or argumentative.
4. Escalate complaints that cannot be resolved to the Complaints Manager.
5. Provide the Complaints Manager with an accurate account of what has happened.
6. Respect the patient's confidentiality at all times.

7. Acknowledging complaints

Complaints requiring investigation will be acknowledged within three working days of receipt.

The acknowledgement should explain:

• that the complaint has been received
• who is dealing with it
• how the complaint will be investigated
• any agreed or expected timescale for a response
• the complaint reference

8. Investigating complaints

Complaints will be investigated fairly, objectively and proportionately.

The investigation may include:

• reviewing the patient's medical record
• speaking to staff involved
• obtaining statements or further information
• reviewing relevant policies and procedures
• reviewing clinical guidance where appropriate
• considering whether the complaint identifies a significant event, patient safety issue, training need or opportunity for improvement

The person investigating the complaint should not have a conflict of interest. Where a conflict exists, another appropriate person should undertake or oversee the investigation.

The complainant should be kept informed if the investigation is taking longer than expected.

9. Responding to complaints

Once the investigation is complete, the practice will provide an appropriate response.

The response should:

• address the concerns raised
• explain what has been investigated
• explain the findings clearly
• acknowledge where something went wrong
• include an apology where appropriate
• explain any action or learning resulting from the complaint
• explain what the patient can do if they remain dissatisfied (ombudsman details)

Responses should be professional, clear, compassionate and avoid unnecessary medical or technical language.

The practice should aim to resolve complaints as promptly as possible. A final response should normally be provided within six months. If this is not possible, the complainant should be informed of the reason for the delay and advised of their right to approach the PHSO.

10. Complaints made on behalf of another person

A complaint may be made by a patient or by somebody acting on their behalf.

Where someone complains on behalf of another patient, the practice will normally require the patient's consent before discussing confidential information.

Different arrangements may apply where the patient:

• is a child
• lacks capacity
• has died
• has authorised someone through an appropriate Power of Attorney.

The practice must be satisfied that the representative has appropriate authority and, where relevant, is acting in the patient's best interests.

11. Confidentiality

Where a complaint involves another healthcare or social care organisation, the practice will cooperate with that organisation where appropriate.

The patient's consent will be obtained before information is shared where required.

Where possible, organisations should work together to provide the patient with a coordinated response.

Complaints concerning staff employed by another organisation will be referred to the appropriate organisation's Complaints Manager.

12. Legal action and serious complaints

If a complaint:

• raises significant patient safety concerns
• indicates possible clinical negligence
• refers to legal action
• raises concerns about a clinician's fitness to practise
• presents another significant clinical or legal risk

The Complaints Manager should seek appropriate advice. This may include contacting NHS Resolution, the practice's medical defence organisation, the ICB or the relevant professional regulator, depending on the circumstances.

13. Persistent or unreasonable behaviour

The fact that somebody makes repeated complaints does not in itself mean that their complaint is unreasonable.

Where a complainant's behaviour becomes persistent, unreasonable, abusive or threatening, the practice will follow its relevant policy for managing unreasonable or unacceptable behaviour.

Any legitimate concerns raised will still be considered appropriately.

14. Learning from complaints

Complaints are an important source of learning.

The Complaints Manager will consider whether a complaint identifies:

• a patient safety issue
• a significant event
• a need to change a process or policy
• a training need
• a recurring problem or trend
• an opportunity to improve patient care or experience.

Actions arising from complaints will be recorded and followed up.

15. Recording and monitoring

Complaints will be recorded on the practice Complaints Log (teamnet).

The record should include:

• the date the complaint was received
• the nature of the complaint
• acknowledgement date
• investigation and actions taken
• response date
• outcome
• learning and improvements identified.

Complaints records will be retained in accordance with NHS records management requirements.

The practice will review complaints regularly to identify themes, trends and opportunities for improvement.

Required complaints information will be included in relevant NHS reporting.

16. Review

This policy will be reviewed regularly and updated when there are significant changes to legislation, NHS guidance or the practice's complaints procedures.

• Complaints Lead: Pravin Gorajala, GP Partner 
• Complaints Manager: Nicola Hultum, Assistant Manager

Date approved: 28th September 2026