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The Complaints Process
Talk to us
Every patient has the right to make a complaint about the treatment or care they have received at Burton Latimer Medical Centre.
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. You can either write to the Operations Manager, use our secure online form or call on 01536 723566. We will acknowledge your complaint within 3 working days of receipt and aim to have fully investigated and responded within 40 working days of receipt.
If for any reason you do not want to speak to Burton Latimer Medical Centre then you can request that NHS England investigates your complaint. They will contact us on your behalf:
NHS Northamptonshire Integrated Care Board
Haylock House
Kettering Parkway
Venture Park
Kettering
NN15 6EY
Telephone: 01604 476999
E-mail: northantsicb.patientexperience@nhs.net
Investigating complaints
Burton Latimer Medical Centre will investigate all complaints effectively and in conjunction with extant legislation and guidance.
Confidentiality
Burton Latimer Medical Centre 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
Burton Latimer Medical Centre allows a third party 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.
Final response
Burton Latimer Medical Centre will issue a final formal response to all complainants which will provide full details and the outcome of the complaint. We will liaise with you about the progress of any complaint.
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
- Local Council can give advice on local advocacy services
Further action
If you are dissatisfied with the outcome of your complaint from either Northants ICB or this organisation then you can escalate your complaint to Parliamentary Health Service Ombudsman (PHSO) at either:
Milbank Tower, Milbank, London SW1P 4QP or Citygate, Mosley Street, Manchester M2 3HQ. Tel: 0345 015 4033