This page details the Marine Medical Group complaints policy / procedure. A PDF is available to download at the bottom of the page.
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received a Marine Medical Group. We understand that we may not always get everything right and, by telling us about the problem you have encountered, we will be able to improve our services and patient experience.
Who to talk to
Most complaints can be resolved at a local level. Please speak to a member of staff if you have a concern and they will assist you where possible. Alternatively, ask to speak to the Complaints Manager, Natalie Armstrong, Practice Manager, but note this may need to be a booked
appointment.
How can I make a complaint?
A complaint can be made verbally or in writing. A complaints form is available from reception. Additionally, you can complain via email to [email protected].
I Want to Complain to a Third Party
If for any reason you do not want to speak to a member of our staff, then you can request that the Integrated Care Board (ICB) investigates your complaint. They will contact us on your behalf:
North East and North Cumbria ICB
FREEPOST, NENC ICB COMPLAINTS
0191 374 4218
[email protected]
Time frames for complaints
The time constraint on bringing a complaint is 12 months from the occurrence giving rise to the complaint, or 12 months from the time you become aware of the matter about which you wish to
complain.
The Complaints Manager will respond to within three business days to acknowledge your complaint.
We will aim to investigate and provide you with the findings as soon as we can and will provide regular updates regarding the investigation of your complaint.
Investigating complaints
We will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
We will ensure that all complaints are investigated with the utmost confidentiality and that any documents are held separately from the patient’s healthcare record.
Third party complaints
We allow third parties to make a complaint on behalf of a patient. The patient must provide consent for them to do so. A third-party patient complaint form is available from reception.
Advocacy support
POhWER support centre can be contacted via 0300 456 2370
Advocacy People gives advocacy support on 0330 440 9000
Age UK on 0800 055 6112
The Local Council can give advice on local advocacy services
Other advocates and links can be found on this PHSO webpage
Further action
If you are dissatisfied with the outcome of your complaint from either Integrated Care Board (ICB) or this organisation, then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower, Milbank
LONDON
SW1P 4QP
Citygate, Mosley Street
MANCHESTER
M2 3HQ
Tel: 0345 015 4033
www.ombudsman.org.uk
Give feedback or make a complaint about an NHS service
You can complain to a member of staff at the NHS service you went to, such as a GP surgery or hospital, or you can complain to the organisation in charge.