Comments, Suggestions & Complaints

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Complaints and feedback

Your feedback helps us make your services better – so if you’ve got something to tell us, good or bad, we want to hear from you.

The Practice Manager of your surgery can usually resolve a complaint informally, but if not, you can make a formal complaint. You should do this as soon as possible after there has been a problem. We would usually expect complaints to be made within twelve months of the incident concerned or not more than twelve months after you became aware of a problem if it arose from an incident within the previous twelve months.

Formal complaints

Shore Medical operates an in-house complaints procedure as part of the NHS System for dealing with complaints.

Our system meets the appropriate national criteria.

If you have a comment or complaint to make regarding the service and care we provide, we would like to know about it. We will investigate fully any comments or complaints we receive and use the knowledge gained to improve our service to you whenever possible.

You can complete our comments/complaint form by clicking the button below.

Comments/Complaint Form

Your comment or complaint may also be made in person, in writing or by telephone to the Practice Manager of your usual Surgery. If you attend in person or telephone, the Practice Manager will write down the details of your comment or complaint and may also ask you further questions so that they are clear of the precise nature of the problem.

All written complaints are acknowledged by our complaints team within three working days.

The Practice Manager will be asked to respond to your complaint making every effort to do so within 10 working days to discuss their findings with you, however pending the outcome of their investigation this may take up to 28 days. If there is likely to be any further delay to this timeline the Practice Manager will contact you to discuss further.

You will be contacted if further clarification on any of the matters you raise is needed.

The Practice Manager may also include a response from a Doctor depending on the nature of your complaint. The response may be given in writing or they may suggest a meeting to discuss the problem in depth. If a meeting is proposed, this would normally involve the Practice Manager and one Doctor for an administrative matter, or two Doctors for a medical matter. We encourage you to bring a friend or relative to the meeting if you wish. Alternatively, you or we might suggest that an impartial third party with experience in dealing with complaints might be present at the meeting.

Shore Medical are not able to deal with questions of legal liability or compensation, these must be channelled elsewhere. For further information please email our complaints team at shoremedical.complaints@dorsetgp.nhs.uk , ask the Practice Manager or contact one of the organisations listed below. Asking Shore Medical to handle a complaint does not affect your right to contact any of the formal organisations to which you are entitled to make a complaint relating to the services we provide, or to seek advice from the Patient Advice and Liaison Service.

Shore Medical cannot respond to and will not normally react to anonymous complaints. If the comment or complaint is made on behalf of another person, we are not able for reasons of confidentiality to discuss details of the problem without the full written consent of that other person. If a meeting is to be held to discuss the problem, we would prefer both the person making the complaint and the person to whom the complaint relates to be present at the meeting if this is possible.

Asking for help – If you’re not confident complaining

In some circumstances you may prefer to contact the Dorset Advocacy Service for support or to take legal advice.

Dorset Advocacy

Dorset Advocacy
13-15 Jubilee Court
Paceycombe Way
Dorchester
DT1 3AE

Telephone: 0300 343 7000

If you’re still unhappy

If you are still unhappy following the investigation and conclusion of your complaint, you can ask the Parliamentary and Health Service Ombudsman (PHSO) to help.

The PHSO provide a free and completely independent complaint handling service. They will assess your complaint impartially and thoroughly, and let you know what they decide.

Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP

Telephone: 0345 015 4033   Website: www.ombudsman.org.uk

Top tips when making a complaint

Be clear

Work out what you want to say and, wherever possible include what happened, who was involved, when it happened, where it happened and how it affected you or someone else.

Be concise

Give us all the relevant points but try to avoid putting in too much detail. If we need more information, we will contact you.

Include contact details

The Practice Manager or the investigating officer may want to call you to discuss your concerns in more detail.

Complain ASAP

It’s best to complain as soon as possible while events are still fresh in your mind. Most NHS organisations won’t investigate complaints more than 12 months after the event.

Go direct

It’s best to go directly to the care provider you have a complaint about first, as they may be able to resolve your concerns quickly.

Write it down

If you write to or email the organisation rather than phoning, you are less likely to forget something. It also means you have evidence of making your complaint within the time frame.

Your Feedback Matters

Shore Medical is committed to listening and responding to the views and experiences of service users, patients and carers.

We want to hear about your experiences of our services. We want to hear your stories about your care and treatment. We will listen to what you have to say and respond.

Your feedback is important because it helps Shore Medical understand where they need to make improvements and where they are providing a good service.

Write your story

Please tell us your story on the independent Care Opinion website. We will respond within 2 working days.

Write Your Story

What happens to your feedback?

We look at all the feedback we receive. All the feedback you give us from our surveys are pulled together into reports.

From these we can see how good you think different aspects of our service are, what are the key issues we need to address and what you think we do well. Each team, Directorate and Division sees the reports about them.

We expect each team and Directorate to take action in response to their reports. The Trust Board checks that we are addressing the main issues raised in each area. The stories that you post on the Care Opinion website are also looked at by people in our services and responded to directly.

We collect your feedback from the surveys

We produce reports for each team that identify where they need to improve
We make improvements based on your feedback.