Making A Complaint

If you have any complaints or concerns about the service that you have received from the doctors or staff working for this practice, please let us know.

We hope that most problems can be solved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be solved in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident.

The practice manager will be pleased to deal with any complaint. She will explain the procedure to you and make sure that your concerns are dealt with promptly.

You can make your complaint:
In person – ask to speak to the practice manager
In writing – some complaints may be easier to explain in writing – please give as much information as you can, then send your complaint to the practice for the attention of the practice manager.

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible.

We shall acknowledge your complaint within 3 working days. Some complaints take longer than others to investigate. If your complaint requires longer investigation the practice manager will let you know. The practice manager may need to discuss with you how the investigation is going.

When we look into your complaint, we shall aim to:

  • Find out what went wrong
  • Make it possible for you to discuss the problem with those concerned
  • Identify what we can do to make sure the problem doesn’t happen again

At the end of the investigation your complaint will be discussed with you in detail, either in person or in writing.

Complaining on behalf of someone else

Please note that we keep strictly to the rules of medical confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable because of illness of providing this.

Help us to get it right

We constantly try to improve the service we offer.

Please let us know when you think we have done something well or if you have any suggestion as to how we can do something better.

What you can do next

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and the opportunity to improve our practice.

This does not affect your right to approach NHS England if you feel you cannot raise your complaint with us or you are dissatisfied with the way we are dealing with your complaint.

The Patient Advice Liaison Service which provides confidential support and advice may also be able to help you or discuss any concerns you have.

If you remain dissatisfied with the responses to your complaint you have the right to ask the Parliamentary and Health Service Ombudsman for further investigation.

Contacts

The Practice Manager, Avenue Medical Practice, 5 Osborne Avenue, Jesmond NE2 1JQ

Tel: 0191 281 0041


NHS ENGLAND
By post - NHS England PO Box 16738 Redditch B97 9PT
By email - england.contactus@nhs.net ‘For the attention of the Complaints Manager’ in the subject line.
By telephone - 0300 311 22 33 (Monday to Friday 8am to 6pm, excluding English Bank Holidays)


HEALTH SERVICE OMBUDSMAN
If it has not been possible to reach a satisfactory conclusion following an application for Independent Review, you have the right to contact the Health Service Ombudsman. The Ombudsman is completely independent of both the NHS and of the Government:

The Health Service Ombudsman for England
Address: 11th Floor, Millbank Tower, Millbank, London, SW1 4QP
By telephone – 0845 015 4033
By email OHSC.Enquiries@Enquiries@ombudsman.gsi.gov.uk


OTHER USEFUL CONTACTS

Patient Advice Liaison Service (PALS)
Tel: 0800 0320 202

Healthwatch England
Tel: 03000 683 000

Citizens Advice
Tel: 03444 111 444

Avenue Medical Practice

5 Osborne AvenueNewcastle NE2 1PQ

Telephone 0191 281 0041

Prescriptions 0191 281 1584

Surgery opening hours

Monday - Tuesday 08:00 to 18:00

Wednesday - Thursday - Friday 08:00 to 18:00