Complaints

You have a right to complain. When making a complaint, you can choose to complain to either of the following:

1. Direct to Trent View Medical Practice

Read our complaints guidance booklet HERE or pick up a copy from your local surgery. Complaint forms can also be obtained from the surgery reception, or download HERE.

If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that we can deal with someone else about it. Patient authority forms can be obtained from the surgery reception, or download HERE

Read the TVMP Complaints Procedure HERE.

2. The NHS service commissioner

This is the organisation that pays for the service or care you received. If your complaint is about Trent View Medical Practice (your GP practice) the service commissioner is the Integrated Care Board (ICB). For patients who live in North Lincolnshire, the ICB is Humber and North Yorkshire Integrated Care Board (HNY ICB). Contact details for HNY ICB can be found HERE. For further details follow link to Integrated Care System.

Complaining to the ICB may be the right option if you are not comfortable complaining directly to your GP practice, or if you feel this is not appropriate.

Please note: If you have already complained to your GP practice, the ICB will not be able to re-investigate the same concerns. If you are unhappy with the outcome of your complaint to the GP practice, you may choose to go to the Parliamentary and Health Service Ombudsman.

Making your complaint

You can complain in writing, by email or by speaking to someone in the organisation. You should make your complaint within 12 months of the incident or within 12 months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint. For further information read our complaints guidance booklet HERE or pick up a copy from your local surgery.

Anyone can complain, including young people. A family member, carer, friend or your local MP can complain on your behalf with your permission.

Read the TVMP Complaints Procedure HERE.

What can I expect if I complain?

You should:

have your complaint acknowledged and properly looked into
be kept informed of progress and told the outcome
be treated fairly, politely and with respect
be reassured that your care and treatment will not be affected as a result of making a complaint
be offered the opportunity to discuss the complaint with a complaints manager
expect appropriate action to be taken following your complaint

Read the full TVMP Complaints Procedure HERE.

Can I get help to make my complaint?

Yes. If you feel you would like help to make your complaint support is available. Some people may decide not to make a complaint because they are put off by the process, find it confusing or believe nothing will happen. If you are thinking about making a complaint it is important to know that you have access to local advocacy to help you make your complaint and provide support throughout the complaints process.

An NHS complaints advocate is independent of the NHS and may help you write a letter, attend a meeting with you or explain the options available to you. This service is free to anyone making a complaint about their NHS treatment or care.

How do I find a complaints advocate?

Your local Healthwatch can help you find independent NHS complaints advocacy services in your area.

You can also contact social services at your local council and ask about advocacy services. Find your local social services..

POhWER is a charity that helps people to be involved in decisions being made about their care. Call POhWER’s support centre on 0300 456 2370 for advice.

The Advocacy People gives advocacy support. Call 0330 440 9000 for advice or text PEOPLE to 80800 and someone will get back to you.

Age UK may have advocates in your area. Visit their website or call 0800 055 6112.

VoiceAbility gives advocacy support. Call 01223 555800 for advice or find the contact details for your local VoiceAbility service.

Supporting people with a learning disability or autism

NHS England, the health, local government and social care Ombudsman services and others are leading a project called Ask Listen Do. This is about making it easier to give feedback, raise a concern or complain if you or someone you support has a learning disability, autism or both.

The Ask Listen Do webpages include information and films for autistic people and people with a learning disability, as well as families and organisations in health, social care and education.

The NHS Constitution

The NHS Constitution sets out your rights as a patient, and explains the commitments the NHS has made to providing you with a high quality service. Organisations providing NHS care must take account of the NHS Constitution when treating you, so you may find it helpful to refer to it if you are thinking about making a complaint.

Unhappy with the outcome of your complaint?

If you are not happy with the way your complaint has been dealt with and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman (PHSO) which makes final decisions on unresolved complaints about the NHS in England. It is an independent service which is free for everyone to use.

To take your complaint to the Ombudsman, visit the Parliamentary and Health Service Ombudsman website or call 0345 015 4033.

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