THORPE BAY & NORTH SHOEBURY SURGERY

Southend coastal surgeries has Incorporated the NHS Complaint Standards into its robust patient centred process to further enhance the openness and transparency, effectiveness and reliability of our complaints handling. If you feel the need to complain this is how your complaint will be handled and what you can expect at each stage.

Confidentiality: Maintaining the privacy of the complainant is crucial, all details of the complaint are kept confidential and only shared with those directly involved in the resolution process.

Timely Response: On receipt of your complaint, you will receive an initial response letting you know we have received it. We aim to respond within the recommended 10 days (NHS Standards.) Resolution might take a bit longer as we will need to investigate.

Regular Updates: We will keep you informed throughout the process with regularly  updates and hope this reassures you that your concerns are being taken seriously and are actively being addressed. We will give you a named person who will be your point of contact.

Explanation of the Outcome: Once we have investigated the complaint, we will clearly explain the outcome of the complaint to you using your preferred method of communication. In some cases, we might invite you to a face-to-face meeting to ensure clarity. Our response will include details of any actions taken, changes    implemented, or reasons for decisions made, in accordance with NHS standards.

Formal Record: Southend coastal Surgeries will maintain a formal record of all     complaints and their resolutions to track patterns, identify areas for improvement, and ensure accountability. We want to learn from our complaints to ensure they don’t happen again and to enhance services and that we are continually improving.

Support: Complainants are entitled to support from an NHS Complaints Advocate,  ensuring they have the necessary assistance throughout the process. To do this you can contact your Livewell Southend on 01702 215008 https://www.livewellsouthend.com.

Southend Advocacy Hub  gives advocacy support. Call 01702 340566 for advice or text PEOPLE to 80800 and someone will get back to you.

How do you make a complaint: choose the method you are most comfortable with:

In Writing: In the form of a letter to us or email: practicemanager.f81121@nhs.net

Verbally: Patients can speak to a staff member, who will document the complaint and arrange for a manager to contact you.

Online: You can use the “Contact Us” link on the website to submit complaints.

QR Code: You can scan the QR code displayed in the surgery reception and toilets to     access the complaints form.