How to Share Your Feedback or Concerns with Park Surgery
At Park Surgery we are dedicated to providing the best possible care for our patients. We value your feedback and would love to hear from you if you feel we have done something well or if you have suggestions on how we could improve our services. We also understand that there may be times when we fall short of your expectations, and we want to know if you are unhappy with any aspect of our service.
You are welcome to share your feedback with any member of our team — whether it is your Doctor, Nurse, Receptionist, Patient Liaison Manager or the Practice Manager. If you prefer to provide your feedback in writing, please email your feedback to the Patient Liaison Manager via email to kmicb.parksurgerycomplaints@nhs.net. Alternatively via letter posted or dropped in to the surgery.
We also encourage you to get involved with our Patient Participation Group (PPG), where you can share your comments, concerns, and ideas directly.
If you have a complaint, please do not hesitate to express how you feel. We welcome this feedback to help us improve our standards. Rest assured, you will not be treated any differently because you’ve made a complaint. We are committed to addressing any issues promptly, and this guide is here to help you share your views with us.
When Something Goes Wrong
If you have a complaint or concern, the quickest way to resolve it is to speak directly with a member of our team. If they are able to resolve the issue immediately, they will do so. If not, they will refer the matter to their line manager or the Patient Liaison Manager, who will take it from there.
If you’re unable to resolve the issue this way and wish to make a formal complaint, we encourage you to do so in writing (either by email or list) to the Patient Liaison Manager.
We ask that you submit your complaint as soon as possible after the incident, ideally within a few days, and provide as much detail as you can. This helps us to better understand what happened and address the issue effectively.
Please note that complaints should be made:
- Within 12 months of the incident, or
- Within 12 months of becoming aware of the issue.
In exceptional circumstances, the 12-month time limit may be waived if there is a valid reason why you could not report the matter earlier, and we are still able to conduct an effective investigation.
Who can make a complaint?
Complaints can be made by patients either on their own behalf or by a representative (with your consent).
What Happens Next?
Once we receive your complaint, the Patient Liaison Manager will acknowledge it within 3 working days to discuss the next steps.
Your complaint will be investigated as promptly as possible. If you need any specific assistance with your complaint, such as translation services or documents in large print, please let us know, and we will be happy to support you.
If your complaint involves more than one organisation, we will work with them to ensure you receive a coordinated response. In such cases, we may need your consent to share information with the other organisation involved.
What other options do I have?
Complaints can be directed to NHS Kent and Medway Patient Experience team rather than the practice if you do not feel you can approach the Practice and they may undertake the complaint handling or in some cases, with your consent, may refer the complaint back to the practice. They are obliged to notify the practice about any complaints it receives with your consent.
Patient Experience Team
2nd Floor, Gail House
Lower Stone Street
Maidstone Tel: 01634 335095 (option 7)
Kent
ME15 6NB
Email: kmicb.patientexperience@nhs.net
What happens after the investigation?
Once the investigation is complete, we will send you a letter outlining how we investigated your complaint and the actions taken based on our findings. We hope this will resolve the matter, but if you feel it hasn’t been fully addressed, we may invite you to discuss further steps.
If you’re still not satisfied after this, we will write to inform you that we are satisfied with the way the complaint has been handled and provide details of the Parliamentary and Health Service Ombudsman, should you wish to take the matter further.
Who can help with your complaint?
The Advocacy People
This is an Independent Advocacy Service, which is available to support you and represent your views when making a complaint— they can accompany you to meetings to discuss your complaint and provide support or an interpreter.
- The Advocacy People, PO Box 375, Hastings, East Sussex, TN34 9HU
- Tel: 0330 440 9000
- Other ways to contact The Advocacy People
If you remain dissatisfied with the response from the Practice (or NHS England where they investigated your complaint,) then you have the right to refer your complaint to the Health Service Ombudsman. They would require a clear statement of what issues remain outstanding.
Parliamentary and Health Service Ombudsman
- Citygate, 47-51 Mosley Street, Manchester, M2 3HQ
- Tel: 0345 015 4033
- Other ways to contact the PHSO
Our Commitment to Addressing Complaints
At Park Surgery, we recognise that patients who raise concerns about their care or treatment have every right to expect a prompt, open, constructive, and honest response. This includes a clear explanation and, where appropriate, an apology. We understand the importance of listening to our patients and making improvements when things have not gone as expected, whether it’s from the patient’s perspective or our own.