Bretton Medical Practice

Surgery Opening Times
Mon - Fri 8.00am - 6.00pm
Sat 8.30am - 12.00pm (by appointment)

Tel (24 hrs): 01733 264506
Fax: 01733 266728

Bretton Health Centre
Rightwell East
Bretton
Peterborough
PE3 8DT

How to Make a Complaint

If you have a complaint or concern about the service you have received from the doctors or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system meets national criteria as laid down by the NHS.

How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and directly with the person concerned. If your problem cannot be resolved 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 this, please let us have details of your complaint:

  • Within 12 months of the incident that is the cause of the problem; or
  • Within 12 months of discovering that you have a problem

Complaining on behalf of someone else.
Please note that we keep strictly to the rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have his or her permission to do so. A note signed by the patient concerned will be needed, unless they are incapable (because of illness) of providing this. Please see the Patient Consent form below:

What you should do.
Complaints must be submitted in writing to:

  • The Practice Manager, Bretton Medical Practice, Rightwell East, Bretton, Peterborough PE3 8DT.

The manager will make sure your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.

Our Commitment to You
We shall acknowledge your complaint within three working days and aim to have looked into your complaint within the time scale agreed with you. The time taken to investigate your complaint will depend on its complexity and the number of people involved. We shall then be in a position to offer you an explanation, or a meeting if that is more appropriate. When we look into your complaint, we aim to:

  • Find out what happened and what should have happened.
  • Make it possible for you to discuss the problem with those concerned if this is your wish.
  • Ensure the complaint is resolved to your satisfaction.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what needs to be done to ensure the problem does not arise again.

Our Principles are:

  • To get it right
  • To be patient focussed
  • To be open and accountable
  • To act fairly and proportionately
  • To put things right
  • To seek continuous improvement

Complaining to the NHS England - Midlands & East (East)

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

This however 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 result of our investigation.
In this instance you should contact:
In writing:

  • Complaints Department, NHS England, West Wing, Victoria House, Capital Park, Fulbourn, Cambridge CB21 5XA
    Tel: 0113 825 5566
    E-mail: england.ea-cservice@nhs.net

If your complaint is not resolved by the Practice it can be referred to The Parliamentary and Health Service Ombudsman. All records will have to be provided to the Ombudsman to assist with the resolution of your complaint. www.ombudsman.org.uk
In writing:

  • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP
  • Tel: 0345 015 4033 Fax: 0300 061 4000
    E-mail: phso.enquiries@ombudsman.org.uk

For information and help in making a complaint you can also contact POhWER who are an Independent Complaints Advocacy Service (ICAS)

In writing:

  • PO Box 14043, Birmingham B6 9BL
    Tel: 0300 456 2370
    Fax: 0300 456 2365
    E-mail: pohwer@pohwer.net