Comments & Complaints

We strive to offer the best possible treatment and care. We welcome comments and suggestions for improving our services. However, if you have a complaint or concern about the service you have received from any member of staff working for Granta, please let us know as soon as possible. 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 do I 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.

However, if your problem cannot be resolved in this way and you wish to make a formal 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, as this will enable us to establish what happened more easily. If this is not possible, 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.

“I wish to complain on behalf of someone else – how do I do this?”

We adhere to the strict rules of patient medical confidentiality. If you are complaining on behalf of someone else, we have to be assured that you have their permission to do so. Written consent from the patient concerned is required, unless there are exceptional circumstances (illness, incapacity, etc.).

“What do I need to do?”

Please write in with details of your complaint or concern and include as much detail as possible – dates, times, staff involved, details of telephone calls, etc.

Complaints should be addressed to Sandra East, Head of Patient Services, either via email cpicb.grantapatientservices@nhs.net or by post to Granta Medical Practices, London Road, Sawston, Cambridgeshire, CB22 3HU.

Our Commitment to You

We aim to acknowledge receipt of your complaint within 3 working days. Depending on the complexity and the number of people / departments involved it may then take up to 12 weeks to investigate your complaint fully and respond to you.

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

As stated above, we aim to have concluded your complaint within 12 weeks.

Taking matters further

We hope that if you have a problem you will contact us directly. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.

If, after contacting us, you feel you need to talk to someone further you can do this by contacting:-

Cambridgeshire & Peterborough Integrated Care Service (formerly Clinical Commissioning Group)

You can complain or give feedback:

By post: Patient Experience Team. Cambridgeshire & Peterborough ICB, Gemini House, Cambridgeshire Business Park, 1 Bartholomew’s Walk, Ely, CB7 4EA
By email to: pet@nhs.net
By telephone: 0800 279 2535

As a patient, relative or carer you may sometimes need to turn to someone for help, advice and support. For specific patient enquiries, or for feedback or complaints around your experience as a patient, you can contact the Patient Experience Team.

They can offer confidential help and advice, give guidance on the NHS complaints procedure, give advice on where to direct your NHS complaint, provide information about local health services and support groups, and signpost to other organisations such as Independent Advocacy and other patient experience services.

NHS England

You can complain or give feedback:

By post to: NHS England, PO Box 16738, Redditch, B97 9PT
By email to: contactus@nhs.netstating ‘For the attention of the complaints team’ in the subject line
By telephone: 0300 311 22 33

Make a complaint to the Parliamentary and Health Service Ombudsman PHSO)

You can complain:

By post to: Customer Services, Parliamentary & Health Service Ombudsman, Millbank Tower, Millbank, London, DW1P 4QP
By email to: enquiries@ombudsman.org.uk
By telephone: 0345 015 4033

Who else can help?

If you feel you need support in making your complaint this is available through Voiceability. They provide a free, independent, and confidential support for people who wish to make a complaint about the care they received from the NHS. An advocate can explain the complaints process and give guidance on writing an effective complaint letter and where appropriate you can have one to one advocacy support.

Telephone: 0300 303 1660

Email: helpline@voiceability.org

Website: www.voiceability.org

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